Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others. Condé Nast Entertainment was launched in 2011 to develop film, television and premium digital video programming.
Why is the Manager, Customer Experience important?
Reporting to the Director, CRM & Engagement, whose team is responsible for customer experience, care, and cross-selling and upselling relevant products to our customers.. The Senior Manager is a critical member of the team responsible for subscriber experience, vendor management, and customer satisfaction metrics.
Working closely with senior members of the Consumer Marketing team, the Senior Manager is responsible for recommending and managing customer care partners for Call Center and online Customer Care programs, transactional customer communications, and overall customer experience across a variety of titles and products.
The Senior Manager will be the lead contact with our Customer Service vendor and spearhead communication, project management and day-to-day problem solving to execute subscriber targeted marketing programs and ensure the best possible experience for our customers.
The ideal candidate is a motivated, solution-oriented and organized team player with strong communications and people skills.
The Senior Manager will:
Be responsible for the Customer Experience P&L, including achieving revenue, margin, and ARPU targets.
Manage a team of 2 individual contributors directly
Develop plans of action from vendor reports to solve customer issues and track performance against the action plans.
Maintain Customer Experience with vendors through quarterly business reviews, attended by senior Consumer Marketing leadership
Develop and execute Customer Service channel marketing strategies and tactics for driving customer relationships by leveraging data insights, with a goal of increasing subscriber retention and revenue.
Partner with the CRM team to build strategy and execute Cancel Save, upsell and cross-sell programs in call center and onsite including offer testing, segmentation, and online and call flow optimization.
Evaluate customer care experience, onsite and phone, and ensure best practices are implemented and recommend improvements where needed
Evaluate end-to-end subscriber experience across platforms and recommend actions to Consumer Marketing senior leadership to improve customer experience
Train Customer Service providers to provide proper customer service.
Desired skills and qualifications:
Minimum of 5 years of progressive experience in customer service in continuity and subscription businesses
Experience with both legacy platforms (e.g. Tandem) and SaaS based platforms (e.g. ZenDesk)
P&L management experience, with responsibility for creating and delivering revenue
Demonstrated experience in developing and evaluating RfX for customer care vendors
Strong statistical background, with experience in test design and analysis
Previous managerial experience
Bachelor’s degree in Operations, Finance, Mathematics, Engineering or Statistics; MBA preferred
What happens next?
If you are interested in this opportunity, please apply below, and we will review your application as soon as possible. You can update your resume or upload a cover letter at any time by accessing your candidate profile.
C ondé Nas t is an equal opportunity workplace.
Duties and responsibilities may be adjusted based on years of experience.
Salary is also commensurate with experience.