Senior Analyst, Customer Experience
Description
About the Role:
Total Wine & More is seeking a Senior Analyst, Customer Experience to join our Customer Experience team. As the leader of our service recognition program, you will understand the tie between employee engagement and customer experience. You will acquire proficient knowledge of Qualtrics, the system we use to collect voice of the customer data, lead all related service training, and raise internal awareness of both programs. You will report to the Manager, Customer Experience.
You will:
- Develop and circulate reporting around these systems to ensure that the stores, the call center, and the office (SSC) teams are reacting to customer feedback and using this feedback to improve our customer and team experience and help reduce pain points for all by working cross-functionally with other departments
- Promote our Customer Experience program by applying and enhancing systems that work internally for our store teams as well as externally to collect and analyze customer feedback through surveys.
- Use creativity and project management to manage service recognition programs (e.g., employee of the month in each store)
- Expand current recognition programs to include office (SSC) and call center participation, and partner with key stakeholders for program measurement and tracking
- Find creative ways to keep service recognition fun, fresh, and fruitful
- Lead store focus groups and collaborate with partners to identify and eliminate limiters to customer service, team empowerment, and engagement
You will come with:
- Bachelor's Degree
- 3+ years Project Management experience
- 1+ years of data analytics experience
- Proficient Microsoft Office skills required, namely advanced Excel (can perform complex functions) and PowerPoint
- Experience with recognition / Employee of the Month programs favored
- Marketing and Retail background favored
- Readiness to work at our Bethesda, Maryland headquarters several days per week
We offer
- Paid Time Off (PTO)
- Generous store discounts
- Health care plans (medical, prescription, dental, vision)
- 401(k), HSA, FSA, Pre-tax commuter benefits
- Disability & life insurance coverage
- Paid parental leave
- Pet insurance
- Critical illness and accident insurance
- Discounted home and auto insurance
- College tuition assistance
- Career development & product training
- Consumer classes
- & More!
Grow with us!
Total Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at www.TotalWine.com/About-Us/Careers!
The exempt min to mid compensation range for this position is $53,600 - $114,400. Compensation may vary based on several factors including, but not limited to, market location, job-related knowledge, skills and/or experience. Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More.
Total Wine & More is an equal opportunity employer, and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace. The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.
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