Customer Portal Experience Manager
Careers at Crown
full-time
Posted on:
Location Type: Office
Location: New Bremen • Ohio • United States
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Tech Stack
About the role
- Manage and oversee the customer portal (My Crown) initiative.
- Develop functionality that supports revenue generating opportunities.
- Oversee processes and operational alignment to meet customer needs.
- Develop and promote strategies that deliver a personalized user experience.
- Leverage voice-of-the-customer research, web and market analytics, and business data to improve customer experience.
- Work cross-functionally to support the implementation of customer solutions.
- Oversee day-to-day monitoring and performance of the customer portal.
- Lead meetings and collaborate with cross-functional teams to identify portal and experience improvement opportunities.
- Define and track KPIs to benchmark portal functionality and monitor project milestones.
- Research and evaluate trends, best practices, and technologies to advance the customer portal.
Requirements
- Bachelor’s degree Marketing, Communications, Digital UX Design, along with at least 5 years of experience.
- Non-degree considered if 12+ years of related experience along with a high school diploma or GED
- Strong understanding of customer portal and digital product experiences
- Experience developing and managing self-service and revenue-generating digital experiences
- Proven ability to lead cross-functional initiatives across Marketing, IT, Analytics, vendors, and business stakeholders.
- Experience defining, tracking, and optimizing KPIs
- Product ownership experience
- Familiarity with enterprise CMS and digital experience platforms (e.g., Adobe Experience Manager)
- Strong communication skills
Benefits
- Health/Dental/Vision/Prescription Drug Plan
- Flexible Benefits Plan
- 401K Retirement Savings Plan
- Life and Disability Benefits
- Paid Parental Leave
- Paid Holidays
- Paid Vacation
- Tuition Reimbursement
- much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer portal managementdigital product experienceself-service digital experiencesrevenue-generating digital experiencesKPI tracking and optimizationproduct ownershipweb analyticsmarket analyticsvoice-of-the-customer research
Soft skills
strong communicationcollaborationleadershipcross-functional initiative management