Position Overview:

Randstad US seeks a results-driven and experienced customer service B2C manager. This individual will play the lead role in the planning and execution of the national B2C Customer Experience (CX) marketing programs across the enterprise.

The ideal candidate will have worked in a fast paced environment with the ability to quickly adapt to changing business needs and develop and execute plans focusing on talent acquisition, engagement, retention and the overall experience. This individual must possess a wide range of marketing skills with CX, digital marketing, content and communications. The ability to work on cross functional teams to drive measurable business results is crucial to the success of this role. A minimum of three to five years of marketing experience is required. Previous experience with Qualtrics a plus.

Experience Management

Customer Experience is a key pillar in ensuring the entire organization meets short and long term business goals. Develop and execute national Qualtrics survey program tied to the talent & client journey maps based on critical touch points in the journey.

• Creation of CX Surveys in correlation with touch points associated with talent & client journeys
• Work with Qualtrics & IT to set up surveys with APIs or system integration
• Establishment for timelines and SLAs for each survey
• Qualtrics Dashboard management/KPIs – establish scorecards of what is being monitored and measured with each touchpoint, data analysis, identify trends impacting customer satisfaction, present results to leadership
• Management of dashboard user access
• Monthly reporting: based on measurements & baseline, prioritization & predictions and recommendations on what to act on and optimize from here.
• Creative setup and management
• Iterate and change surveys based on CX to make it better.

Candidate Experience (CX) Workflow

Assist with oversight of customer experience with development of content rich digital workflows to attract, engage and retain talent.

• Support of Content Management Workflow to tie back to CX and digital campaigns
• Collaboration across talent team and other functional teams
• Provide landing page ideas to drive a better UX based on feedback from survey results
• Assist with current management of Career Resources articles and content calendar to assist with multi-channel campaigns: database email marketing, social marketing, field post beyond marketing, shares campaigns
• Program expansion and enhancements
• Monthly reporting for LOB leadership and Marketing teams
• Work with field organization to plan marketing activities to drive results within budget and in line with national plan.
• Monitor and measure results: Actively monitoring ROI and reporting on marketing activities.

Agile Strategic Planning Sessions

Agility to jump and assist on digital marketing solutions and designs.

• Participation in Solution Architecture of net new programs and iterating existing programs
• A/B testing
• Story writing sessions to create execution of projects
• Project Management

Education & Qualifications (Required and Preferred):

• Bachelor’s degree, preferably digital marketing-related
• 3+ years marketing experience required
• Experience in digital marketing and customer experience

Key Competencies

• Manage multiple tasks simultaneously and exceed goals in high-pressure situations
• Strong analytical skills and business knowledge
• Superior organization, proofreading, and presentation skills
• Understanding of the latest digital marketing concepts and executions
• Proven ability to influence across various levels of the organization