4 days old

Sr. Manager, Customer Experience

Fort Collins, CO 80524

The Manager of Customer Experience is the steward of customer delight and brand experience at Hach. This individual defines how Hach engages with its customers through support, social media, and tradeshow/event efforts. They are also at the core of how we grow and evolve our brand -ultimately delivering on our brand promises in a way that surprises and delights customers €“ building brand advocacy.

Reporting into the Sr. Director Omni-Channel Marketing, and under general direction only, the Manager of CX leads a multi-faceted day, where data-driven decision-making, critical thinking, cross organizational culture-bridging, focus and organizational alignment are crucial qualities. As a team-player, this individual will regularly collaborate and liaise with marketing teams, product, service and support teams, IT, front-end web development, amongst other cross functional teams. As a leader, this individual will be responsible for development of a group of associates who manage our global tradeshow and media strategy and execution.  This position is unique in that it requires both creative and operational muscle to excel €“ a healthy balance of art and science!

Daily responsibilities include:

  • Thinking proactively about our customers' needs and wants, building a strategic plan, and helping us to cross functionally achieve our goals around customer experience.
  • Managing, developing and growing a small team of associates focusing on Media, Tradeshows and Events in NA and EMEA.
  • Always thinking outside the box with customer-facing and back-of-house support operations.
  • Managing high level budget spend for customer experience team€“ driving the spend towards key strategic business drivers, with a focus on high return on the spend.
  • Training and supporting our organization on customer experience standards of excellence.
  • Updating and reporting on KPIs through Domo and other BI tools.
  • Additional responsibilities as assigned

    Key Behavior Success Factors:

    You are a driven to win, competitive and intellectually curious individual. You have worked in CX before or have experience which is applicable to it. You are flexible, passionate and a team player. You are comfortable with scrappy environments, where one must do a lot with a little and where speed matters.  You are comfortable with ambiguity, taking a diverse set of global factors into consideration, driving focus and clarity for the teams around you. You are a self-starter and have a deep passion for this field.


    • Bachelor€™s degree required; additional advanced degree in Marketing desired. Additional formal training in Human/Computer Interaction or UX/CX/UI a bonus.
    • 8+ years with relevant experience in marketing, with progressive leadership and management roles.
    • 2+ yeas of managing a team, or equivalent experience
    • Experience being successful in a highly matrixed organization
    • Strong digital marketing acumen
    • At least 3 years of relevant, global customer service experience. 
    • Excellent writing and communication skills.
    • Strong business acumen.

      Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The €œEEO is the Law€ poster is available here.","industry":"Environmental Services


Posted: 2020-05-21 Expires: 2020-06-20

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Sr. Manager, Customer Experience

Fort Collins, CO 80524

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