Customer Engagement Manager (Remote) in Raleigh, NC at Advance Auto Parts
Date Posted:8/12/2022
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Career Snapshot
Full-Time
Location:
Raleigh, NC
Career Type:
Marketing
8/12/2022
About Us
At Advance Auto Parts we have a passion for YES. Each day we are motivated by a passion to help our Customers. We have a commitment to advance the lives of our fellow Team Members, Customers, and the Communities where we live and work.
When you join our team, you become one of more of over 70,000 knowledgeable and experienced Team Members who are committed to providing outstanding customer service to our customers, communities and each other every day.
With over 5,100 stores in the United States, Canada, Puerto Rico and Virgin Islands, we are a leading automotive aftermarket parts provider. With opportunities ranging from our front lines in our Stores to our Distribution Centers to our Corporate Support Center and our rapidly growing Professional Business, we have the career for you. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.
Career DescriptionJob Description
Summary: Implements customer care strategy, assesses and assigns development programs for customer care team, and ensures customer care is at or above company standards. Ensures that customer problems and requests are resolved quickly; supplies customer suggestions to other managers in order to improve the web-site. Analyzes problems/requests in order to communicate to technical and non-technical management.
Job Description The individual in this role will be responsible for driving the professional AOP and key priorities throughout the Professional Sales Organization. This person is responsible for evolving the internal and external customer experience agenda through engagement techniques and ensuring voice of team and customer is captured in project planning. Change management and communication effectiveness are key functions in this role.
This position builds strong cross-functional and collaborative relationships with internal and external business partners to fully understand their strategies and needs to implement the most impactful delivery method. This team member will work closely with many to ensure smooth execution and success of key company initiatives. Team Member will also be responsible for external business partnerships to make sure we are meeting business needs in the most efficient and responsible way.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.Other duties may be assigned.
Work cross functionally to understand key concepts and aid business partners in creating and implementing effective integrative communication plans
Manage across many different communication channels and business verticals to ensure proper usage, governance, engagement, and adoption
Find and employ way to measure communication effectiveness
Assemble strategic and creative ways to effectively drive information through our organization
Work with executives on content development, messaging, delivery, etc.
Coordinate activities and communication events with the Professional Sales Organization such as webcasts and podcasts
Assist in the management and development of web content and online libraries
Develop presentations, job aids, playbooks and other tools designed to enhance Sales Team understanding of new programs and key initiatives
Solicit feedback from various user groups and share with relevant business functions to improve the user experience
Represent the professional sales organization within the training function to inform content priority and rollout
Highly focused on the customer - ability to listen to the customer and deliver solutions to their needs
Drive strategy and ongoing planning on internal and external councils
Research, recommend and implement new communications channels and platforms, based on the business need
Support Customer Experience Team with content development for Customer events
Create content calendars targeting various job roles across multiple brands
Strong research, writing, editing and proofreading skills
Innovative thinker to inspire audience base and increase adoption
Detail-oriented with strong organizational and time management skills; ability to multi-task, prioritize work and solve problems.
Strong interpersonal and customer service skills; ability to work in a positive manner with business partners inside and outside of the company
Ability to work independently, exercise sound judgment and work cohesively in a team environment.
Proficiency with Microsoft Office (PowerPoint, Word, Outlook, SharePoint and Excel)
Experience with SalesForce.com is desirable
Experience with Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat, etc.), design skills and video experience a plus
EDUCATIONand/orEXPERIENCE
CERTIFICATES,LICENSES,REGISTRATIONS
None
PHYSICALDEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
