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COMPANY OVERVIEW

Community Influencer®, Inc. is a business development startup based in Orange County, CA. Our mission is to glorify God by helping local business owners increase their income, so they can increase their impact. We do this via our popular online membership, the Community Influencer® Academy. Inside, we teach real estate professionals how to get more leads, clients, and referrals via our online courses, content, coaching, and community. We're a fast growth, mission-oriented company (with awesome benefits) and we're looking for an amazing, full-time Customer Experience Manager to join our high-performance team. If you are a highly organized CX Manager with experience building and developing a CX Team, read on to learn more about this exciting opportunity!

POSITION OVERVIEW 

This is a full-time, salaried role in our Experience Department. For this remote role, you'll need to have the ability to work from home 5 days a week. Typical hours for this role are 7am - 4pm, Monday-Friday PT. But this position is more about accomplishing specific outcomes with a high level of communication than adhering to a clock. And although our team highly prioritizes margin, on rare occasion, there may be a need to work additional hours on evenings and weekends during a launch or other events throughout the year.

MISSION

The mission of the CX Manager is to bridge the gap between the customer and company. The most important responsibility of the CX Manager is to ensure that the customer has a trusted guide and advocate in every aspect of the business by sharing valuable CX insights, data, and feedback so we can improve our digital products and hit our revenue and profitability goals. 

RESPONSIBILITIES

• Make every experience remarkable!
• Champion opportunities to consistently Improve the Community Influencer experience!
• Map the customer journey and identify opportunities to intervene on the Members' behalf proactively.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
• Understand each Member and their specific needs.
• Create a clear vision so for Members, so they know what to expect.
• Build strong relationships with Members.
• Gather Member feedback in real-time and ensure that it's incorporated into company processes, marketing, and advertising.
• Managing member data to drive sales into the business and increase member retention.
• Increase customer satisfaction rates, customer loyalty, and referrals.
• Drive customer retention and reduce churn.
• Test new strategies for driving customer value.
• Manage a small CX Team and support the team by guiding them through issues resolution.
• Collaborate with IT developers, as well as the marketing, advertising, and sales teams to enhance customer services and brand awareness.
• Align customer experience strategies with marketing initiatives.
• Inform members about new product features and functionalities.
• Respond to customer queries in a timely and effective manner, via email, social media, video, or chat applications.
• Analyze member feedback on product ranges and new releases, prepare reports, and present your findings to the team.
• Document all CX feedback (i.e. processes, technical issues, complaints, compliments, reviews, and testimonials). 
• Stay informed of industry trends and new CRM technologies.

PROFICIENCIES

• Digital Marketing Skills: Our CX Manager will be a tech-savvy Mac user and will not be intimidated by learning new technology. Proficiency in the following marketing and tech platforms is ideal: Facebook, Instagram, YouTube, LinkedIn, AgoraPulse, Facebook Groups, Reddit, Zoom, Loom, and ClickUp.
• Leadership Skills: To help execute our CX strategy, the CX Manager will lead, coach, and help recruit a small team of talented CX Specialists.
• Strategic Thinking: The CX Manager is a big-picture thinker who will create, organize, and improve our overarching omnichannel CX strategy.
• Quality Communication: The CX Manager will need to maintain strong relationships to maximize effectiveness across all CX platforms. We also get pitched to appear on various platforms regularly, so the CXM will need to have the ability to vet and evaluate these opportunities before passing them on to relevant team members.
• Writing Skills: The CX Manager must be a great writer and ensure a consistent, company-wide brand voice from employees and contractors.
• Social Listening and Research Skills: The CX Manager will need to stay up-to-date on all of the latest digital marketing trends, policies, and forecasts by conducting regular research. An ability to gather systematic and methodical data from social listening, carry out market research and analyze results is also required. 
• Camera-Readiness: The CX Manager will be on camera periodically. So you must be an excellent communicator and have a dedicated workspace that's camera-ready at all times. 
• Project Management Skills: The CX Manager will lead projects and will work closely with the Project Management Team to ensure that all projects are done on time and on brand. 
• Analytic Skills: The CX Manager will need to conduct regular analysis to identify opportunities to improve performance. You will also need a deep understanding of split testing, audience segmentation, conversion tracking, retention tracking, budget management, deliverables, KPIs, etc.
• Anticipating Needs: The CX Manager will need to proactively recommend new communication channels, help beta test new content strategies, and recommend new tech stack tools. 

REQUIREMENTS:

Education: 

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

Experience and Values: 

• 2+ Years of experience as a CX Manager, in a digital environment
• 2+ Years of experience increasing KPIs - like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention, etc.
• Mastery of customer experience best practices.
• Proficiency with all online customer engagement platforms and channels
• The ability to overcome objections to increase membership sales and retention.
• Enthusiasm for data, details, organization, and deadlines.
• Exceptional interpersonal skills and a client-centric approach.
• Great organizational and time management abilities.
• Connect deeply with Community Influencer's core values.

OUR VALUES

1. Get closer to the customer
2. Everything you do sells or repels
3. Simplicity, never complexity
4. Identify the opportunity, overcome the obstacle
5. Audit before you act
6. Say what needs to be said, even when it's hard
7. Leverage collective genius, but reject groupthink
8. There's always an option C
9. Celebrate every win (and every failure)
10. Work is impossible without rest
11. Always do what's best for Community Influencer®

COMMUNITY INFLUENCER® PERKS

Here are some of the amazing perks we offer our employees...

• Top-of-Market Salary 
• Unlimited Paid Vacation
• Work From Home
• World-Class Health, Dental, and Vision Insurance
• Generous Retirement Plan
• Work Alongside A Talent-Stacked, High-Performance Team

Candidates must be US Citizens or Permanent Residents to apply.

Equal opportunity employer.