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Customer Experience Manager

2 months ago

Pickering, Canada LeadsOnline Full time
Customer Experience Manager - Latin America and the Caribbean

Tuesday, August 27, 2024

About LeadsOnline

LeadsOnline, formally known as Forensic Technology, pioneered automated ballistic identification over 30 years ago and continues to promote a safer society as a leading technology provider for firearm identification.

Job Summary

Reporting to the Vice President of Business Development and Government Affairs, the Customer Experience Manager - Latin America and the Caribbean will be responsible for ensuring all touchpoints of the customer journey are engaging, efficient, and effective. You will ensure LeadsOnline - Ballistics customers realize maximum value from their purchased products and services. The main objectives of this role are to track and increase customer satisfaction, customer loyalty, and referral measures, while reducing customer churn in conjunction with Sales - Latin America and the Caribbean on the market development strategy.

Roles and Responsibilities
  • Customer Journey Mapping: Analyze and map the entire customer journey to identify key touchpoints and areas for improvement.
  • Strategy Development: Develop and implement strategies to enhance customer satisfaction and loyalty, including personalized experiences and targeted engagement initiatives aligned with the Sales Directors - Latin America.
  • Customer Feedback: Establish mechanisms for collecting and analyzing customer feedback to inform continuous improvement efforts.
  • Guard and strengthen brand integrity, nurture goodwill in the Central and South American markets and Caribbean, and ensure our customers experience sustained success.
  • Ensure our customers correctly use our technology, services, and best practices.
  • Establish and institutionalize quantitative measurements to monitor and measure success.
  • Instruct customers on how to build a preventive crime gun strategy.
  • Review, deliver, and orally explain annual GCS reports to customers, with an emphasis on revealing the value and importance of Safeguard.
  • Cross-Functional Collaboration: Work closely with marketing, sales, product development, and other departments to ensure a consistent and cohesive customer experience.
  • Brief stakeholders (e.g., Senior Executives, Police and Military Senior Administration, Commissioners of Police, etc.) on the results and value of LO products and services to augment sustained business.
  • Partner with organizations/associations to advance opportunities for current and future products and services.
  • Assist GCS with servicing our customers.
  • Identify and create new sales opportunities for the South America sales team and intermediaries.
  • Be “outward-facing” to maximize LeadsOnline’s competitiveness and productivity.
  • Demonstrate LeadsOnline values.
  • Proven team/employee leadership as well as impact and influence.
  • Great communication skills: written, oral, and group presentation.
  • Strong customer relationship building and understanding of their challenges.
  • Ability to think strategically coupled with excellent analytical skills.
  • Good knowledge and understanding of the Global Forensic and Law Enforcement Markets.
  • Broad understanding of emerging technologies (software, hardware, network) and their potential relevance to LeadsOnline’s products & services.
  • Good understanding of Government procurement processes and government sales cycles and dynamics.
Qualifications and Experience
  • Education: University degree in sales, business development, account management, or a related field.
  • Minimum of 10 years experience in law enforcement and/or criminal justice with high respectability and ethical standards.
  • Experience in proposing/presenting technology solutions to law enforcement and government agencies.
  • Excellent communication and presentation skills, both verbally and written in Spanish and English is required. Portuguese is a "nice to have".
  • Excellent interpersonal skills and ability to communicate effectively with management and cross-functional teams, for both technical and non-technical audiences.
  • Customer focused – the ability to manage and be responsible for high-profile customers.
  • Ability to handle and prioritize a multitude of complex projects/issues simultaneously and with a sense of urgency.
  • Proven ability to work through conflict, build trust, and influence outcomes through outstanding interpersonal skills at all levels, a strong ability to build relationships with customers and collaborate with internal stakeholders (sales, marketing, and customer service) to ensure everyone is aligned.
  • Have a high energy level, is results-driven, and has a customer-first mindset.
  • Proficiency in CRM software and other customer experience management tools.
  • Strategic thinker with strong analytical skills to develop and implement effective customer experience strategies.
  • 30 to 50% travel required in the region and potentially international if required.
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