Job Description

**Associate Customer Experience Manager**

**Product | OMAHA, NE | Full Time**

Job Description Here at Sojern, we are on a mission to empower travel marketers to move travelers from dream to destination. Powered by machine learning and travel data, Sojern is quickly becoming the #1 travel marketing platform serving thousands of hotels, attractions, airlines and destinations worldwide.

We made Deloittes Technology Fast 500 list 6 years in a row, were recognized on the Top Company Cultures list by Entrepreneur Magazine, and were named a Best Place to Work by AdAge. We are headquartered in San Francisco with teams based in Dubai, Dublin, London, Paris, Omaha and Singapore.

Our team is passionate about travel and the core values that define our culture: Win as a team, Embrace Inclusion, Be Genuine, Deliver Wow, and Center Around the Customer.

The ideal Customer Experience Manager for Sojern is passionate about delivering an end-to-end WOW experience for every Customer and comes from a Customer Experience, Customer Relations, Process Improvement, Project Management, Operations or Marketing role.

In this role, you will be reporting to the Director of Customer Experience. While primarily executional in nature, this position will be instrumental in further defining and building Sojern's Voice of the Customer programs. Specifically, this position is responsible for operational and analytical support of Sojern's Voice of the Customer program, as well as qualitative and quantitative research, analysis, and reporting on Sojern's customers to transform their feedback into measurable business changes. Among the functions supported by this role are customer journey research, leading feedback loop programs, survey execution, and customer data analytics.

**Responsibilities:**

* Assist with the development and organization of customer insights based on surveys, support data, customer councils, feedback data, adoption metrics and win/loss/churn analysis for Sojern-wide visibility

* Serve as a client experience evangelist, meeting with clients and analyzing other sources of feedback and data to support our Product team in constantly developing our existing and new offerings

* Support initiatives around gathering feedback through Voice of the Customer surveys: Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

* Own the execution and development of Voice of the Customer feedback loop and tools across Sojern

* Organize and help lead internal roundtables and other forms of customer listening activities, analyze and learn from data, and identify/recommend actions based on feedback trends

* Identify customer feedback, feature requests, testimonials, and share them with the extended Product Marketing and Marketing teams

* Partner with the cross-functional business units that lead the customer journey stages in order to develop journey maps and understand the customer lifecycle, propose improvements where necessary and support action plans to address customer experience gaps or to develop new processes/designs

* Shares insights with business stakeholders by synthesizing data, interpreting findings, and communicating key learning

* Put in place processes to collect, understand, and respond to customer feedback through reviews and testimonials

**What you bring to the table:**

* Bachelors degree from an accredited college or university

* 2-4 years of relevant experience

* Passionate about customers and building partnerships

* Experience collaborating and partnering with cross-functional teams

* Exceptional written and verbal communication skills with a solutions oriented approach

* Experience with extracting and analyzing data from multiple domains

* A strategic thinker with analytical and problem-solving skills, able to assess, analyze, troubleshoot, and resolve customer problems

* Advanced interpersonal skills, preferably with experience serving others

* Ability to work independently and take responsibility for completing tasks

* The ability to quickly learn new systems, processes and procedures; and

* Ability to adapt to competing time-sensitive demands

**You will get Bonus Points for:**

* Certified Customer Experience Professional (CCXP)

* Experience implementing VOC programs

* Travel sector experience

* Experience in ad tech

**Perks:**

**Our Commitment to Diversity Equity and Inclusion:**

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one archetype traveler, there is no one archetype employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern has over 15 employee-led Affinity Groups, including Embrace Inclusion, So-Proud, Sojern Women's Group, Sojern Gives Back, and more, which are the core of our culture, fostering belonging, inspiring learning, and creating opportunities for all Sojernistas across the globe.

*At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status*.

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