Customer Experience Transformation Manager

🏢 ABOUT THE COMPANY

Best Buy, founded in 1966, is a leading retailer of consumer electronics, appliances, and entertainment products. With over 100,000 employees worldwide, our mission is to enrich lives through technology and innovation while inspiring our customers to make the most of the technology they own. We strive to provide an exceptional customer experience and have established a strong reputation as a trusted partner for our customers. Our company culture values innovation, integrity, and customer obsession, which has led to numerous achievements, including the distinction of being one of the most innovative companies in the world.

🎯 ROLE OVERVIEW

As a Customer Experience Transformation Manager, you will be responsible for leading cross-functional teams to design and implement customer-centric strategies that transform the customer experience across all touchpoints. Reporting to the Director of Customer Experience, you will collaborate closely with stakeholders to identify opportunities for improvement and develop actionable plans to drive business growth and customer satisfaction. Your impact will be measured by the quality of the customer experience, customer retention, and revenue growth.

📋 KEY RESPONSIBILITIES

Design and implement customer journey mapping to identify areas for improvement

Develop and execute strategies to enhance customer engagement and loyalty

Collaborate with product development teams to incorporate customer feedback and insights

Lead customer feedback and sentiment analysis to inform business decisions

Develop and manage project plans, timelines, and budgets to achieve business objectives

Analyze customer data and metrics to measure the effectiveness of customer experience initiatives

Develop and maintain relationships with key stakeholders, including customer-facing teams and business leaders

Provide coaching and training to customer-facing teams to enhance their skills and knowledge

Stay up-to-date with industry trends and best practices in customer experience management

✅ REQUIRED QUALIFICATIONS

Minimum 8 years of experience in customer experience management or a related field

Proven track record of transforming customer experiences and driving business growth

Bachelor's degree in Business Administration, Marketing, or a related field

Strong analytical and problem-solving skills, with the ability to collect and analyze customer data

Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders

Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word

Familiarity with customer journey mapping, customer feedback, and sentiment analysis tools and techniques

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field

Experience with customer relationship management (CRM) systems and customer experience platforms

Certification in customer experience management, such as the Certified Customer Experience Professional (CCXP) credential

💰 WHAT WE OFFER

We offer a competitive salary range of €60,000 - €80,000 per year, plus benefits, including health insurance, retirement plan, and vacation days. You will also have access to a comprehensive learning and development budget to support your professional growth. Our team culture values collaboration, innovation, and customer obsession, and we offer a hybrid work model that allows you to balance remote and in-office work. We also offer a growth path to management and leadership roles, with opportunities to develop new skills and take on new challenges.

👥 ABOUT THE TEAM

Our customer experience team is a talented and diverse group of professionals who are passionate about delivering exceptional customer experiences. We work collaboratively to design and implement customer-centric strategies that drive business growth and customer satisfaction. We have a strong track record of success, with recent wins including the implementation of a customer feedback system and the development of a customer journey mapping framework. We are looking for a talented and experienced leader to join our team and help us achieve our business objectives.

📨 HOW TO APPLY

To apply for this role, please submit your resume and a cover letter that outlines your qualifications and experience in customer experience management. We look forward to hearing from you and learning more about your skills and qualifications.

📋 Job Details

📨 How to Apply

Submit your updated CV and a brief cover letter to Best Buy. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.