1 Customer Experience Management jobs in Worcester

**About USS**
United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers' project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.
Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.
By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.
**Primary Purpose**
The Marketing Manager for Customer Experience and Communications represents the customer perspective in cross-functional customer initiatives, helps to evaluate the impact for all customer facing innovations, and will help to develop a vision for the Customer Journey. This Manager crafts all customer messaging in conjunction with new programs, processes, and policies, and collaborates on the internal rollout and training around such initiatives. Finally, this person holds primary responsibility for USS website content, collaborating with internal stakeholders on future site strategy.
**Essential Functions**
+ Help craft USS vision for an overall Customer Experience program and contribute the Marketing perspective on ongoing cross-functional initiatives, and considering the customer journey for various customer segments/personas
+ Owner website content strategy and website content writing. Contributes to future site wireframe strategy.
+ Draft all customer communications for new products, programs, process improvements and policies, maintaining consistent USS Brand voice and in consideration of the interplay between various communications on customer perceptions
+ Collaborate with internal communications for rollout of all programs that impact sales or other USS functions, ensuring alignment with customer messaging
+ Provide messaging guidance on other content created by Marketing team, including email marketing, social media, and collateral
+ Contribute perspective on Marketing team's range of key initiatives that fall outside of job scope
+ On these and all initiatives as relevant, proactively seeks to collaborate with key stakeholders in Sales, IT, HR, Operations, and Finance.
+ Perform other duties as assigned
**SUPERVISORY RESPONSIBILITIES**
This position has no current supervisory responsibilities.
**Qualifications**
**EDUCATION**
Minimum of 4 Year / Bachelors Degree in Marketing or related field preferred
**EXPERIENCE**
Minimum of 7 years experience working in marketing roles.
Extensive working competence to produce executive level deliverables in full Microsoft Suite, particularly PPT, Word and Excel.
**ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES**
+ Work independently with minimal supervision
+ Self-motivated, possess drive and enthusiasm with great attention to detail
+ MS Office tools (Word, EXCEL, PowerPoint)
+ Good Marketing acumen and the ability to assimilate and process Technical, Marketing ,and Sales information
+ Strong communication skills, written and verbal and ability to present to all levels of internal and external management required
+ Read, analyze and interpret Company documents, Procedure manuals, Financial reports or Legal documents
+ Respond to inquiries or complaints from customers or vendors, listen to them, ensure commitments are timely met, and communicate / set appropriate customer expectations
+ Write speeches, reports and procedures
+ Effectively present information to management, public groups, customers or employees
+ Perform complex mathematical calculations and strategic planning
+ Apply concepts such as percentages, ratios, and proportions to practical situations
+ Draw and interpret graphs of various forms
+ Gather data, analyze sales figures, consumer demand and market research
+ Interpret and carry out a variety of instructions
+ Adapt / be flexible
+ Change management capabilities using appropriate tools and techniques
+ Think creatively and the ability to learn, assess and apply new concepts
+ Work under pressure and to deadlines
+ Work well as part of a cross-functional team
+ Understand how various issues affect each other and the outcome of projects; ability to improve upon existing approaches; ability to seek out opportunities to creatively transform projects
**Physical Requirements**
+ Sit while driving and stand while servicing products
+ Use hands and fingers to handle, control or feel objects tools or controls
+ Repeat the same movements
+ See details of objects that are less than a few feet away
+ Speak clearly so customers can understand
+ Understand the speech of another person
+ Hear sounds and recognize the difference between them
+ See differences between colors, shades and brightness
**Benefits Summary**
**All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:**
+ Holiday & Paid Time Off (pro-rated for Part-Time employees)
+ Medical/Pharmacy
+ Dental
+ Vision
+ Employer-Paid Short-Term Disability
+ Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
+ Voluntary Employee Life & Accidental Death and Dismemberment
+ Voluntary Spousal Life
+ Voluntary Dependent Life
+ Hospital Indemnity, Accident and Critical Illness
+ Commuter/Transit Account
+ Healthcare Flexible Spending Account
+ Dependent Care Flexible Spending Account
+ Health Savings Account
+ 401(k) with employer match
+ Employer-Paid Employee Assistance Program (EAP)
+ Employee Discounts
At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.
**Salary Range**
$89,500.00 - $134,200.00 / year
**Pay Transparency Statement**
At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.
**EEO Statement**
Some positions may require secure site access and/or domestic air travel. All candidates for positions which require secure site access and/or domestic air travel must possess an acceptable form of identification to comply with state and federal regulations, such as REAL ID-compliant driver's license or state ID, or U.S. passport. This statement is not intended to require documentation beyond what is acceptable under the federal I-9 form process administered by the U.S. Citizenship and Immigration Services (USCIS); and should not be construed as creating additional employment eligibility verification requirements.
United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.