Consumer Small Business Advocate
Company: EMC is now part of Dell Technologies
Location: Hopkinton, Massachusetts
Posted: December 17, 2016
Reference ID: 172975BR
Dell’s new Chief Customer Office (CCO) is seeking a highly motivated, highly talented individual that thrives in a fast-paced, innovation driven environment. As a member of the CCO team, you will partner with product and functional business units - representing our Voice of Customer / Partner program – driving customer driven insight into the business. This team oriented role requires strong interpersonal acumen, thirst for continuous improvement and the ability to advocate on behalf of our customers internally & externally. Successful candidates will have an analytical mindset with strong program management background and the ability to engage all levels of stakeholders.
+ Capturing Insights from our customers and partnersin Consumer and Small Business. Seek to understand their perspectives and perceptions of our brand, services and products from a variety of formal and informal listening posts including surveys and interviews.
+ Engage with stakeholders across all functional areas (e.g. Sales, Marketing, Tech Support) of Dell to understand their business objectives & supporting requirements.
+ Manage a portfolio of Transformation programs, projects & recommendations focused on addressing our prioritized improvement opportunities which often directly impact the company’s strategic planning.
+ Review with the stakeholder communitywith recurring customer feedback data and provide ongoing best practices towards improving the overall customer experience.
+ Track and analyze customer satisfaction issues and apply root cause analysis to identify remedies that will prevent future issues.
+ Escalate issues that cannot be solved to the team’s Director for guidance and assistance to resolution.
+ Research industry best practices and recommend opportunities for continual improvement.
+ Designing and implementing customer loyalty programs and a variety of support tools and channels.
+ Serve as a subject matter expert around latest trends as well as proven practices related to customer experience, and will facilitate change in the hearts and minds of leaders and employees to implement CCO related initiatives.
**Skills & Requirements:**
+ BA / BS degree, MBA a plus
+ Prior work in analytics and/or NPS (Net Promoter Score) preferred, but not required
+ Eight or more years (8+) working in small teams and influencing large teams in a matrix managed environment; progressively responsible program/project management experience
+ Experience in managing and driving simultaneous work efforts.
+ Strong business acumen coupled with outstanding execution skills to drive projects to timely completion.
+ Effective oral, written and interpersonal communication skills, with strong presentation skills.
+ Must be a self-starter, motivated individual who works well under pressure
+ Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
+ Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
+ Effective communication skills with all levels of management, including the ability to influence at the executive level
+ Proven track record of delivering results above expectations
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
**Critical Hiring Criteria:**
Customer Service & Support
200 - STORAGE CORPORATE
US - Massachusetts - Hopkinton, US - Texas - Austin