Customer Experience Project Manager

Job purpose (mission or “raison d’être”)
  1. The primary mission of the project manager function is to orchestrate key customer experience programs and initiatives. This newly-created position supports all functions related to key customer experience projects including the planning and implementation of projects while measuring goals and effectiveness.
  2. Key-result areas (Major Accountabilities) (What is done and for what purpose)
  3. Serve as project liaison with internal key stakeholders (Operations, Brand Marketing, HR, Sales, and Corporate Communications) and external partners.
  4. Provide expertise on project initiation & definition, requirements and process work flows, planning and execution, and implementation and post implementation support.
  5. Communication with Operations, Brand Marketing, HR, Sales, Corporate Communications and key stakeholders in all relevant areas of the project or initiative is paramount.
  6. Monitor, review and provide cadence of reporting and results for customer experience project initiatives.
  7. Track the project’s budget, monitoring expenditures and costs and delivering to agreed costs.
  8. Development of project scope and plan to include the tracking of schedules and detailed project plans for all deliverables.
  9. Track project milestones, identify problem areas, and coordinate corrective actions.
  10. Develop and ability to build strong trusted partnerships with both internal and external stakeholders.
  11. Support ad hoc requests as needed.
Job Contacts (main interfaces inside and outside the company)
  • Operations, Brand Marketing, HR, Sales, and
  • Corporate Communications
  • External partners
Job dimensions (Authority/Autonomy)
  • Newly-created position supports all functions related to key customer experience projects including the planning and implementation of projects while measuring goals and effectiveness.
  • Budget: N/A
  • People: No direct reports
  • Revenue: No direct responsibility
  • Customer Satisfaction.
Key Performance Indicators

KPI 1

Deliver global customer experience programs

KPI 2

KPI 3

KPI 4 

Knowledge, skills and experience required
  • Demonstrated success in managing projects with proven track record of delivering results aligned with corporate goals.
  • Outstanding written and verbal communication, engagement and interpersonal skills.
  • Proven track record of creative writing skills to promote projects, as well as optimize content and assets.
  • Experience influencing leaders across cross-functional and partner teams, and managing internal / external relationships.
  • Comfortable engaging with key stakeholders and senior leadership.
  • Strong analytical and reporting skills including ability to identify issues and provide solutions.
  • Informs decisions and makes recommendations grounded in data and analytics.
  • Flexible and adaptable managing day-to-day program administration, while being systematic and process oriented.
  • Proficient in MS Office Suite of tools (Excel, Access, Word, and PowerPoint): MS Project preferred.
Educational Background:
  • Bachelor's degree from four (4) year college or university; or seven (7) years’ experience related in Project Management and/or Marketing or equivalent combination of education and experience.
Professional Experience:
  • Refer to above
Knowledge:
  • Relevant travel industry and / or rental car industry qualifications are preferred.
Skills:
  • Refer to above

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