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Customer Experience Manager

Company: Cashman Equipment
Location: Henderson
Posted on: May 3, 2021

Job Description:

This opening is intended to be a Full time position.


  • Partner directly and continuously with Cashman leaders at all levels to foster commitment to leading a positive and consistent customer experience across all areas of the dealership.
  • Helps leadership develop and cascade a communication and action plan that Models, Mentors, and Monitors customer-centric thinking at all levels.
  • Creates employee focus groups and/or ongoing advisory teams that work to promote Effortlessness for the customer from a process point of view.
  • Work with leadership to institute standards and guidelines to be followed and implemented in all customer touchpoints and report to leadership about accountability and execution around those standards and guidelines. Examples might include everything from communication frameworks (Connect-Discover-Deliver-Close) to consistency in customer communication and branding (such as email signatures, live phone and voice mail greetings, out of office messages, etc.)
  • Engage with all departments to understand their processes, systems, and the myriad of ways they interact with customers. Then, facilitate project teams that include appropriate SME's to drive Effortlessness closer to the ideal (zero steps, hassles, or hurdles). Then, works methodically and continuously with leaders and employees to execute and continuously improve those new processes.
  • Work with Sales, Parts, Rental, Service, Power and Pump to administer, encourage participation in, and follow-up on customer surveys, i.e. manages the entire customer survey function and reports out to company leaders on a regular basis.
  • Lead the external Voice of Customer (VOC), implementing a variety of vehicles to elicit customer feedback beyond traditional surveys, e.g. direct, periodic, systematic face to face meetings with customers or customer focus groups. This would be a supplement to the current sales relationship, particularly when it comes to expert reaction, follow-up, and resolution of general customer issues.
  • Lead and manage the Quality Call Assurance Program. This includes the measurement and coaching programs (e.g. secret shopper programs, particularly video, and quality assurance phone recording program for Parts, Service, Rental, and Reception) that foster the feeling of Appreciation, Security, and Effortlessness from the customer's point of view.
  • Connect, to whatever provable causal effect possible, all of the above functions to business outcomes.
  • Collaborate with Marketing for regular, internal promotional Best Customer Experience (CX) communication.
  • Be the "face of Best CX".


  • Gain insight from Caterpillar sources and implement customer experience standards to a degree that those standards align with Cashman's unique priorities and CX goals.
  • Work with Marketing to infuse Effortless navigation and customer communication via the company's website.
  • Work with leadership and the Training Department to build consistent CX behaviors through classroom and online learning and ongoing, continuous reinforcement of that learning. Suggest and align training that deepens CX effectiveness (e.g. a service recovery course for the appropriate members of the organization, delivered at the appropriate time).
  • Work with Human Resources to foster employee retention efforts and activities that specifically recognize and reward customer-centric thinking and, more generally, the level of engagement and connectedness to the company that promote a proactive, personally accountable service mindset.
  • Work with Human Resources to develop guidelines (and training and reinforcement thereof) to select and hire employees for attitude, personal accountability, and empathy-the foundational trifecta for a trainable employee who finds satisfaction in serving others.
  • Manage the CX section of the employee intranet home page, updating customer loyalty data, writing articles, and providing other online resources for employee consumption as appropriate.
  • Work with Marketing to create and reinforce awareness of the customer-centric culture built around the words Appreciated, Secure, and Effortless via articles in our monthly newsletter and other collateral and channels.
  • Work with the operating divisions to conduct voice of customer research and report findings to help the dealership differentiate itself in the customer experience space.
  • Work with operating divisions to develop customer journey maps and service blueprints with the clear goal of using those visualized tools to increase the customer feeling of Appreciation, Security, and Effortlessness.
  • Attend and participate in Cashman's Annual Manager and Supervisor Meetings to provide updates on CX strategy and activities and progress. Build customer-centric and employee-centric thinking and buy-in at all leadership levels, and lay out future goals and metrics.
  • Establish, implement, and oversee processes for service recovery and for effective documentation, escalation, and resolution of customer issues.
  • Collaborate with all leaders to monitor the SOP's around external customer touchpoints (examples: on-hold messaging, after hours phone answering).
  • Work with Training to create, train, and execute a manager engagement/leadership program to help managers promote and reinforce consistent "Best CX" behaviors within their teams and align their communication accordingly with our company strategy.
  • Manage, lead, and reinvigorate the internal recognition program. Evolve and improve the program to capture increased participation and buy-in from all departments and employees.
  • Follow project management and change management principles on all of the above to facilitate creativity, team collaboration, and to ensure effective on-time completion of all of the above "Additional Responsibilities," even when partnering with others.
  • Attend Caterpillar's annual CX Summit meetings, as well as any other conferences deemed appropriate at the time.
  • Build relationships and consult with other dealer CX leaders.
  • Seek out latest CX ideas by reading latest CX books, blogs, and periodicals.
  • Communicate professionally and courteously to both internal colleagues and customers.
  • Communicate effectively and actively seek and provide feedback.
  • Communicate with and coach employees on Best CX practices, providing technical expertise as needed.
  • Work varying shifts and overtime as business needs arise.
  • Provide a challenging environment that encourages self-development.
  • Enable Cashman to achieve its objective of Safely Home. Everyone. Every Day. by promoting a positive safety culture and adhering to all company safety policies, procedures and practices.
  • Report any unsafe acts or conditions.
  • Deliver Cashman's "Best Customer Experience" for all internal and external customers on a consistent basis.
  • Other duties and special projects as assigned.


  • Self-motivated and detail oriented with the ability to work with minimal supervision.
  • Adheres to company policies, procedures and practices.
  • Displays professional behavior, appearance, and use of language at all times.
  • Computer skills in Microsoft Office applications, especially above average proficiency in Excel and PowerPoint, as well as customer relationship management (CRM).
  • Strong data analysis and visualization skills; ability to interpret, draw conclusions from and determine root causes of customer effort and other concerns based on a variety of data sources and then communicate those conclusions visually.
  • Demonstrate a positive attitude that manifests itself in a willingness to constructively confront employees at any level with tact and diplomacy-all with an eye toward moving the team forward to CX greatness.
  • Ability to prioritize work assignments and handle several responsibilities concurrently.
  • Display developed business acumen; understands business implications of decisions; understands budgeting and works within a budget.
  • Ability to speak effectively before groups of customers or employees.
  • Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.


  • Bachelor's degree in Marketing, Training, Education, Organizational Behavior, Business Administration or related field, or 5+ years of equivalent experience in leading an organization in change management..
  • Minimum of ten (10) years of progressively responsible experience in a customer service role
  • Project management background helpful.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Professional appearance and demeanor consistent with position and responsibilities.
  • Stand/walk 1-4 hours in a day, and/or sit 5-6 hours in a day.
  • Occasionally lift up to 50 lbs.
  • Must use hands for repetitive simple grasping, pushing, pulling, and fine manipulation, including typing.
  • Must be able to occasionally/frequently bend, squat, and climb, including the ability to climb 1 - 2 flights of stairs.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Office/inside environment
  • Frequent exposure to shop/warehouse/outside environment.
  • Up to 50% travel and overnight stays primarily within the state of Nevada.
  • Valid Nevada Driver's License with an acceptable driving record.

Keywords: Cashman Equipment, Henderson , Customer Experience Manager, Other , Henderson, Nevada

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