Freeman is the global leader in events. Whether virtual, in-person, or hybrid, we are on a mission to redefine live for a new era. With a data-driven approach and the world's largest network of experts, our insights are shaping exhibitions, exhibits, and events that drive audiences to action. Our integrated full-service solutions leverage a 100-year legacy in event management as well as new technologies to deliver moments that matter.
The Manager - Customer Feedback Programs operationalizes efficient and scalable methods to collect voice of customer data at key touchpoints in a way that is linked with the overall Customer Feedback roadmap and with core business areas. This position provides ongoing administration of initiatives and activities to ensure success of the Customer Feedback program, including writing communications, maintaining internal departmental site, conducting trainings, writing and maintaining SOPs, and providing user support for various business areas across Freeman. This position manages the customer feedback platform and ensures integrity of the data and processes which underly the customer feedback programs - from managing contact lists and survey development to delivering routine / automated reporting.
**Essential Duties & Responsibilities**
+ Manages & maintains business requirements for each survey (survey fatigue rules, criteria, exclusions, etc.)
+ Manages contact verification process with applicable business areas when necessary for survey(s)
+ Manages building and maintaining survey contact lists, including developing business criteria, collaborating with information technology, conducting audits, and supporting changes due to evolution of the business
+ Oversees and/or develops automations for survey deployments, conducts routine audits to ensure processes are working as expected
+ Programs, tests, and launches surveys in Enterprise Feedback platform(s)
+ Oversees Closed Loop (Hot Alert) process and provides user support
+ Manages communications with internal collaborators/business areas
+ Provides ongoing user support, conducts training, and develops training guides
+ Maintains departmental site to provide updates, training guides, and SOPs to business
+ Oversees any transitions of data, reporting, etc. flowing to or from the EFM platform because of new data models, systems, contracts, and/or process changes
+ Designs and builds dashboards in Qualtrics, including custom metrics and data mapping
+ Monitors utilization of EFM platform, enrolls new users, overall user management
+ Oversees survey translations and setting up comment translations
+ Monitors new feature roll-outs and shares new technologies, features, functionalities with team
+ Produces monthly audit, utilization, expenditure reports as requested
+ Helps create a governance structure for the Customer Feedback Program
+ Manages vendor relationships / external partners as needed
+ Analytical thinking, problem solving, and technical skills are essential
+ Highly organized, and proficient with project management tools and practices
+ Able to work independently and with a team
+ Supports onboarding process for new team members
+ Performs other duties as assigned
**Education & Experience**
+ BS or BA degree or equivalent combination of education required.
+ 5+ years experience managing service programs, customer experience initiatives, and/or customer service improvements.
+ Experience with Enterprise Feedback Management systems, such as Qualtrics, Medallia, Momentive.
+ Proven proficient use of PC-based software applications including MS Office
+ Proven presentation skills to provide user training.
+ Exceptional analytical skills, including data manipulation with excel and other online tools, such as Smartsheet or Microsoft Power Automate.
+ High attention to detail is essential.
+ Exceptional customer service and organizational skills required.
+ Excellent written and verbal communication skills.
+ Ability to build dashboards and understand data flows highly preferred
+ Sense of urgency and initiative.
+ Ability to prioritize and stay focused with multiple ongoing projects.
+ Mindset geared toward innovation.
+ Ability to work independently.
+ Project management experience and/or certifications a plus
+ Prior events industry experience a plus.
+ Experience with customer journey mapping and analysis a plus.
Travel up to 25%
At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.
- Attention To Detail
- Business Relationship Management
- Business Requirements