Description :
US-NY-New York-Senior Associate, Live Channels - Customer Experience Management
Founded in 1980, Digitas-one of the world's leading digital marketing and media companies-is at the forefront of the new digital age. As an independent global network within the Paris-based Publicis Groupe, the world's fourth largest communications group, Digitas is the first global digital network with offices in the USA, Europe, and Asia. Serving global marketing clients, we create brand experiences in digital and direct channels that engage and excite their customers. Through user-generated content, branded entertainment, digital video production, and social media programs and more we tap into people's passions and create loyal, motivated relationships.
Our people are at the top of their industry - inspiring innovation, creativity and results. We're artists, analysts, technologists, writers, and producers. We're passionate, creative, thoughtful, and above all, we are committed to our clients, inspired by their customers, excited by change, and fueled by a passion for collaboration and bold invention.
Senior Associate, Live Channels - Customer Experience Management
The Live Channels team partners with other Digitas capabilities to design and enable powerful live interactions between our clients' employees and their customers. The team focuses on channels where human-to-human interactions occur -- in call centers, field sales and service teams, and third party distributors -- and also in automated channels that replicate or interface with human interaction, such as Interactive Voice Responses systems (IVRs), live chat, and click-to-talk.
Think of them as "Voice Coaches". They help clients "tune" their channel infrastructure so that the brand's voice resonates with every live interaction. They analyze the customer experience within and across channels; optimize operations; design and refine dialogue strategies; and facilitate employee training and change management strategies for all levels of the client organization.
As a Senior Associate, you will be an instrumental member of our Live Channels team, and an integral part of multi-capability projects. You will serve as an expert in creating and executing optimal customer experiences in web, phone, electronic and face-to-face channels for the client. The strong, peer-level relationships you build within the client's organization will enable you to skillfully determine channel requirements and develop strategies that assure a consistent and effective customer experience across all points of contact. You will consistently develop and utilize metrics to gauge the success of your channel marketing efforts as well as identify continuous improvement or optimization opportunities.
RESPONSIBILITIES
Specific initiatives you will support on your own or in conjunction with a third party vendor include:
Assessing and benchmarking client and customer experience strategy in sales and service
Writing telemarketing scripts and call handling guidelines (including rebuttal and other talking points)
Creating sales force materials, call monitoring, and developing training materials and job aids
Senior Associates will need to:
Help assess call center operational processes and practices, training and performance development programs, and telephony and desktop technologies to determine current performance levels, define gaps, and make recommendations for improvement
Conduct mystery shopping and mystery calling benchmarking exercises
Research best practices and make recommendations for improving the customer experience and operational performance in call centers, sales forces, and other face-to-face interactions
Design measurement plans, capture required data, and produce reports measuring the effectiveness of marketing and sales programs in the various live channels (e.g., call centers)
Develop customer data acquisition and usage procedures (e.g., for capturing email addresses)
Create business requirements for technology solutions supporting the capture, management, and dissemination of customer data
REQUIREMENTS
Bachelor's degree
3-5 years' experience in a customer experience management environment, consulting firm, direct marketing agency or web-service agency
Ability to work independently or as part of a team and have the flexibility to support a variety of initiatives
Strong written and verbal communication skills with an aptitude for delivering compelling presentations
Propensity for building solid relationships with clients by paying attention to the details and remaining customer focused
Ability to excel in a fast-paced, deadline-oriented environment is a must
Willingness to travel, based and client and project needs
Digitas seeks highly motivated individuals with a strong record of professional achievement. We place significant importance on personal qualities such as intellectual curiosity, responsibility, determination, creativity, flexibility, drive, and self-confidence.
EOE
Keywords: CEM, customer experience management, CRM, customer relationship management, IVR, interactive voice response, call center, analyst, training coordinator, training manager, training and development, channel, customer experience, customer service, consulting, consultant, brand, loyalty, cross-selling, client service, advertising, marketing, interactive media, quality analyst, pharmaceutical, customer care, contact center, direct marketing