Customer Experience Program Manager
4 weeks ago
About the Role
Coveo is seeking a Customer Experience Program Manager to join our Global Experience team. As a key member of our team, you will play a pivotal role in coordinating Digital Engagement & VOC programs, as well as acting as a Community Program Coordinator to ensure our customers have an exceptional self-service experience throughout their journey.
Key Responsibilities
- Implement Customer Experience Strategies: Assist in rolling out innovative initiatives aimed at enhancing customer satisfaction, retention, and loyalty.
- Support Dynamic Touch Digital Engagement Program: Manage configuration, monitor program success through detailed reporting and analysis, and contribute to digital engagement efforts.
- Voice of the Customer Programs: Collaborate with CX leadership and key stakeholders to configure, monitor, and analyze customer feedback data, ensuring customer insights drive improvements.
- Community Moderation: Oversee customer contributions across posts, forums, questions, comments, and idea sharing, maintaining a vibrant and supportive community.
- Coordinate Content Planning: Manage content calendars for internal contributors, ensuring effective planning and governance.
- Manage Community Content Calendar: Work with Customer Marketing and other Coveo events to create and maintain a dynamic content schedule.
- Monitor Customer Engagement & Journey: Analyze engagement and journey reports to identify opportunities for enhancing the customer experience.
Requirements
- Work Permit
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