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Manager, Consumer Experience in Southfield, MI at AF Group

Date Posted: 9/27/2018

Job Snapshot

Job Description


The Consumer Experience Manager manages the overall customer service experience delivered through oversight and coordination of quality-oriented service delivery initiatives and channel interactions (e.g. phone calls, web-submits, chat sessions, social media, email, etc.) The CEM will ensure all Services are connected and consistent ultimately leading to an elevated customer experience and long-term loyalty of clientele. The CEM will receive and evaluate customer feedback as well as monitor all processes that come into direct contact with the customer. Their responsibilities can be divided into several roles and stages of the customer engagement.

The Consumer Experience Managerwill lead the team, technology, strategic partners, and processes for a great online customer experience that maximizes revenue for the company.


  • Consumer experience managers are responsible for the product cycle, ensuring that a quality product gets approved for mass distribution without worries of failure.
  • They are responsible for some customer engagement tasks by using controlled test groups to design attractive and relevant content for target audiences (whether with or without writing help).
  • They track the progress of said product on the market and steer the production and distribution towards proper channels.
  • Consumer experience manager is the first and last responsible when it comes to customer evaluation and feedback, giving them unprecedented freedom of analysis when it comes to redesigning an existing service or product.
  • Once a product reaches the end of its lifecycle, a Consumer experience manager ensures that the company can maximize profits before pulling the plug on the production and distribution, taking the best elements of that product and implementing it into the next iteration.
  • Responsible for managing the implementation of consumer experiences across all platforms and technologies.
  • Develop and consumer experiences that maximize revenue.
  • Play a key role in ensuring the successful launch and adoption of consumer experience products that include social, collaboration, productivity and mobile tools.
  • Develop and maintain business stakeholder relationships to better understand the changing needs of the business.
  • Experience managing teams through a direct reporting structure as well as leading cross-functional, matrixed project teams required.
  • Monitor and report delivery metrics and controls.
  • Provides business planning guidance and counsel to senior management to support overall company objectives and communicates with other internal groups including engineering, technical communications, corporate communications, and customer service regarding product and market planning.
  • Meet with senior vendor leadership to understand product roadmaps and provide guidance on AF Group needs.
  • Coordinate with the vendor management functions to ensure effective management of vendors and sourcing relationships.
  • Methodical, organized, systematic and outcome-focused in defining, socializing and reaching deadlines and results.
  • Represent company in community and industry, programs and conferences.
  • Participate in the development of programs as a strategic partner that supports the Company plan.
  • Participate in development of annual departmental budget, monitor budget and identify budget discrepancies. Research cause and make recommendations.
  • Define how the quality of service is measured through the definition of key performance indicators.
  • Manages execution of the consumer experience through effective planning, prioritizing, communication and follow up
  • Facilitates internal/external communications to ensure messaging strategies and toolsets are consistent and align to target service objectives
  • Guide the customer throughout all onboarding AF Group service efforts identifying their business requirements and mitigating implementation barriers
  • Define the necessary toolsets to track, monitor, and evaluate service delivery efforts impacting the consumer experience
  • Utilize performance analytics to review and measure the quality of the customers experience and associating service
  • Establish relationships with primary client stakeholders as a trusted advocate and services planning and delivery advisor
  • Work in close collaboration with other AF Group service delivery teams to identify and prioritize cross functional service delivery and Consumer experience projects
  • Be accountable for the end-to-end project management and delivery of consumer experience improvement or impacting projects
  • Drive client penetration efforts by sharing of all insights with a multi-functional team consisting of sales, pre-sales, IT, innovation, and service delivery leadership
  • Work with AF Group service delivery teams to define/implement/manage consumer experience best practices, based on insight into customer behaviors and propensities
  • Work with AF Group and client teams to identify the people, process, and technology capabilities required to deliver desired consumer experiences in market, and then plan for the implementation of those experiences
  • Analyzing "voice of the customer (VOC) and behavioral information to understand why consumers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors.
  • Identify opportunities for personalized services through the use of focus groups, educational campaigns, personalized knowledge sharing and individualized service interactions.
  • Evaluate overall CEM efforts with customer feedback analysis, IT team feedback analysis, Project Metrics Improvements, Improved monitoring, and value alignment.
  • Coordinate and lead CX efforts to globally align


Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.