Digital Customer Experience Manager

Grand Rapids, MI 49519, USA

Description

Manages the customer experience and customer service across business-to-business (B2B) and direct to consumer (DTC) websites, including Amazon.  Responsible for the digital customer experience across B2B and DTC platforms, ensuring a seamless, engaging, and positive journey for all users.

Job duties:

• Leads the day-to-day responses to customer inquiries across digital platforms, fostering collaboration with internal teams to provide cohesive, accurate, and timely responses.
• Interacts directly with customers to ensure orders are received and filled in an accurate and timely manner to meet or exceed their expectations.
• Regularly analyze customer feedback and digital interaction data, translating findings into actionable insights and reports to drive continuous improvement in the customer experience.
• Initiate and oversee the ongoing development and implementation of digital enhancements, ensuring the customer experience remains dynamic, intuitive, and aligned with evolving customer expectations.
• Provide robust support to OTC Sales Team by sharing digital customer insights, trends, and feedback that can inform broader sales and marketing strategies.
• Use customer feedback and digital interaction trends to inform and lead strategic improvements, ensuring the digital experience supports business objectives and customer satisfaction goals.
• Facilitate the smooth integration of new B2B partners into our digital platforms, ensuring an efficient and user-friendly process for both direct selling and B2B website transactions.

Required qualifications:

• Bachelor's degree in related field or combination of education and experience
• At least five (5+) years of experience in a customer service or customer experience role
• Experience with digital design and development
• Experience leading or supporting consumer facing marketing programs, including digital tactics
• Understanding and passion to assist those suffering from chronic substance abuse, dependency, and the comorbid conditions often associated
• Demonstrated ability to work in a dynamic environment, often with little direction
• Must be self-motivated and able to work independently
• Strong collaborator, communicator, and desire to serve

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