Program Manager - Small Business Client Experience

Program Manager - Small Business Client Experience

• 9 months contract role for maternity cover

Our Client

• A well-known social media company

The Opportunity

We are seeking a strategic, analytical Program Manager to inform leadership decisions and elevate the sales team to higher performance. This position will be focused on identifying strategic opportunities, driving operational excellence and influencing cross-functional partners to improve the overall customer experience and enable small business growth. This position will be part of the Small Business Group organization, who works with millions of small businesses supporting their growth and connecting them with customers at both a global and local level.

The ideal candidate will combine high empathy for small business owners using social media platform; understanding of sales teams; a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results in collaborative, multi-stakeholder environments; a passion for rigorous planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results.

Job Responsibilities:

• Manage the process and framework for gathering customer experience inputs and insights for the APAC business.
• Deliver strategic recommendations to business and cross-functional teams to enable small business growth across social media platforms e.g. customer journey mapping, product recommendations
• Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment
• Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
• Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
• Monitor outsourced partners compliance, adherence, and productivity.
• Manage independent auditing programs and workforces.
• Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis.
• Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
• Provide thought leadership and advocate for small businesses.

Your Background

MINIMUM QUALIFICATIONS

• Bachelor's Degree
• 5+ years of work experience in consulting, operational strategy or sales coaching
• Experience communicating and presenting insights and recommendations to executive teams
• Experience leading and influencing cross-functional teams and aligning partners to shared goals
• Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
• Operational and project management experience running strategic projects with cross-functional teams
• Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
• Experience shifting priorities, while maintaining organization and control

PREFERRED QUALIFICATIONS

• Degree in Business or related field
• Experience with inside sales, outsourced sales or account management capacity
• Experience of sales-program quality assessment or sales development training
• Advanced Excel experience - familiarity with pivot tables, lookups, revenue trend analyses
• Moderate SQL experience extracting data from large databases
• Customer journey mapping and/or process mapping experience
• Demonstrated ability to work autonomously and proactively