Customer Experience Program Manager

4 weeks ago


Québec, Quebec, Canada EightSix Network Full time

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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