Customer Experience Manager

Company:Driven Brands

We invite you to join us at Driven Brands!

Headquartered in Charlotte, NC, Driven Brands (NASDAQ: DRVN) is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash.

With over 4,500 centers in 15 countries, Driven Brands is the parent company of some of North America’s leading automotive service brands including Take 5 Oil Change, Take 5 Car Wash, Driven Glass, Meineke, Maaco, CARSTAR, and more.  Our network services over 50 million vehicles annually and generates more than $5 billion in system-wide sales each year.

Our culture inspires high performance and innovation, enabling our employees to go further, faster in their careers. With amazing people and great brands, we confidently look forward to exciting growth ahead, and believe in following the values that support this vision.

JOB DESCRIPTION:

Key Responsibilities:

• Customer Journey Mapping: Design, implement, and optimize end-to-end customer journeys by analyzing touchpoints and identifying opportunities for improvement.
• Insights & Analytics: Utilize customer data, feedback, and analytics to uncover actionable insights, measure satisfaction levels (e.g., NPS, CSAT), and track the effectiveness of CX initiatives.
• Strategic Initiatives: Develop and execute customer experience strategies that align with overall business goals and enhance brand loyalty.
• Innovation & Design Thinking: Lead workshops and cross-functional teams to identify and pilot innovative ideas that improve customer experience.
• Stakeholder Collaboration: Partner with marketing, operations, and technology teams to ensure consistent and delightful customer experiences across all platforms.
• Process Optimization: Streamline processes and remove friction from customer interactions to create a seamless experience.

Qualifications:

• 5-7 years of experience in customer experience management, customer insights, or related roles.
• Proven track record of implementing successful CX strategies and improving key metrics.
• Expertise in journey mapping tools, data visualization software, and CX measurement frameworks.
• Strong analytical skills with the ability to interpret complex data and translate it into meaningful insights.
• Excellent leadership, communication, and interpersonal skills to influence stakeholders at all levels.
• Knowledge of customer research methodologies and familiarity with emerging CX trends.
• Experience with various CX platforms and customer analytics tools.
• Experience with various CX frameworks and design thinking practices.
• Preferred: Background in the automotive industry, with a keen understanding of customer behavior, journeys and expectations.

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Position Location:

North Carolina

Compensation Range:

$63,900.00 - $114,100.00

Compensation Frequency:

Annual

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com