Customer Experience (CX) Manager

Company: Magnum Bikes
Location: Salt Lake City
Posted on: May 16, 2022

Job Description:

Job DescriptionSalary: About Magnum BikesFounded in 2010, Magnum Bikes has been a pioneer in the global e-bike revolution, and has grown from a niche player to one of the up and coming dominant brands in its category. We are known for our innovation, design, and focus on quality, all of which allow us to produce stunning and premium quality electric bikes to lead the ebike market internationally. Ingrained into our mission, Magnum Bikes is re-imagining transportation and paving the way to a green, sustainable future. We are a company for the planet, as well as people, seeking to do our part in technological innovation to bring sustainable joy and convenience to all who can benefit from the Magnum ebike experience.CultureAs a company, cultivating a culture of diversity, equity, and inclusion is top on our list. Together, Magnum team members form a powerful and cohesive group of talented individuals overseeing design, manufacturing, importing, inventory management, sales, service and marketing of our products to realize our mission. We care deeply about the professional growth and fulfillment of each and every one of our employees and allowing them to reach their full potentials in our forward-thinking company culture. Our employees enjoy and take pride in a fast-paced, collaborative, creative, and positive work culture.Why You'll Love Working at Magnum Bikes

• We are leaders – Leadership is not limited to our management team. It's something everyone at Magnum embraces and embodies.
• We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
• We are learners – Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our retail customers, suppliers, and distributors.
• We are one team – The magic of Magnum Bikes is our people, together making our inspiring goals attainable and driving us to greater heights.If you're ready to FEEL THE POWER of Magnum E-Bikes, and jump into a position brimming with excitement, spontaneous company bike rides, and FULL of opportunities for growth, please keep reading. Job DescriptionYou're the Mozart of customer journeys. The DaVinci of loyalty programs. The Marie Curie of feedback loops. At night you dream about five-star customer reviews, and during the day your inventiveness and operational acumen bring those dreams to life! Magnum's DTC Customer Experience (CX) Manager will be responsible for mapping out online and offline customer touchpoints, and leveraging qualitative and quantitative data to understand and move the needle on what makes our customers tick⁠—the good, the great, and the parts in need of TLC. While the CX function will be core to Magnum's growing E-Commerce Team, you will work closely with a diverse group of stakeholders inside the company, including Customer Success, Marketing & Creative, Shipping & Logistics, Retail & Rentals, and others. But your primary objective (and obsession) will be…electric bicycle customers!Responsibilities
  • Identify key milestones in customer buying journeys, with a focus on online direct sales.
  • Collect, analyze and present actionable insights to key stakeholders from data collected from website behavioral analytics, surveys, live chat insights, marketing experiments, and other sources.
  • Identify opportunities for improving customer acquisition, activation and retention, with a focus on but not limited to the website and other online channels (e.g. chat, email, social platforms, etc.).
  • Communicate and coordinate with various stakeholders across the organization to prioritize opportunities for improving the customer journey, and where relevant, create and oversee implementation programs from start to finish.
  • Interface with customers and customer-facing systems on a daily basis, with a focus on gathering qualitative and quantitative feedback and data.Daily Activities Include:
    • Work closely with Magnum's Customer Success Team to optimize our live chat experience, creating delightful and scalable experiences for customers looking to get their questions answered, and identifying opportunities to sell more.
    • Partner with Magnum's Shipping & Logistics Team to optimize DTC inventory; shipment SOPs and notifications; working towards creating a seamless DTC fulfillment experience.
    • Collaborate with Magnum's Marketing & Creative Team to prioritize and launch campaigns, content and other initiatives spanning our various marketing channels
    • Partner with store managers from Magnum's company-owned retail stores as well as independent dealers to coordinate test rides and close business..Requirements and Skills
      • Outgoing—this role will be customer-facing and require a lot of interaction with others at the company
      • Startup mentality—dreaming big and a willingness to involve yourself in the details, including taking on tasks not in job description
      • Coachable and curious—humility, growth mindset, flexibility, and a positive attitude
      • Excellent communication skills—written and verbal
      • Marketing minded—prior knowledge of major online marketing channels
      • Analytical—prior crunching data and coming up with actionable insights is a plus; otherwise a strong willingness to learn
      • Managerial experience is a plusEmployment Type:
        • Full-timeMonday through Friday:
          • 9am - 6pmBenefits:
            • Health Insurance
            • Vision Insurance
            • Dental Insurance
            • Life Insurance
            • Paid Time Off
            • Leave Without Pay
            • Paid Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day
            • Paid Jewish Holidays: Passover, Shavuot, Rosh HaShanah, Yom Kippur, Sukkot, Shemini Atzeret, Simchat Torah (averaging about 10 working days per year)
            • Team Building Excursions (like spontaneous company bike rides!)
            • Continuing Education Reimbursements
            • Annual Bonuses for length of service and performance
            • FREE Employee Magnum Bike Checkout (2 at a time)
            • FREE Magnum Bike after 3 years of employment
            • We will be offering a 401K plan for all eligible employees starting later this year.Benefit Conditions:
              • Waiting period may apply
              • Only full-time employees eligibleAdditional Compensation:
                • Eligibility for additional performance bonuses starting in Year 2Education:
                  • Associates or Bachelor preferredExperience:
                    • 4+ years working experience in customer success, marketing, hospitality or other relevant fieldWork Location: Salt Lake City, UT (Magnum Bikes HQ)

Keywords: Magnum Bikes, Salt Lake City , Customer Experience (CX) Manager, Hospitality & Tourism , Salt Lake City, Utah