- United States - Chicago Office
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. Our corporate team is currently on a hybrid schedule.
About The Role:
The Owner Experience Manager will be accountable for developing and implementing programs that enhance the customer experience across the US, Canada and Mexico. The role reports to the Head of CRM & Loyalty and sits within the Direct-to-Consumer eCommerce team. Working across cross-functional teams, this person will plan, spearhead and deliver owner experience projects to improve registration, retention and repurchase KPIs.
Ultimately, the Customer Experience Manager will deliver consistent experiences across all touchpoints in a uniquely Dyson way to promote brand engagement, satisfaction and loyalty.
Additional responsibilities include:
Champion and build the registered and contactable owner community. Develop strategies to build more registered owners through all channels, including actively partnering with other teams to increase registrations at or after the point of purchase.
Evaluate current omnichannel experience and make recommendations on enhancements to create a more consistent Dyson experience across all channels.
Develop retention strategies around key stages of the owner lifecycle, and link behavioral data within those programs to improve owner experiences
Define, test and implement new program benefits, experiential rewards and functionality required to increase the programs competitiveness and owner engagement
Work closely with cross-functional teams to align program features and marketing strategies across the organization and report on program performance.
Ensure data privacy standards are kept at all times
Previous experience (3-5 years) demonstrating commercial success developing and executing customer retention programs.
Solid understanding of CRM systems such as Salesforce and direct marketing tactics (Email, SMS, digital, mobile, social, DM)
Knowledge of reporting tools such as Tableau, Looker, Google Analytics and Adobe Analytics to analyze data and draw business insights
Excellent time management, organizational, planning and project management skills. Ability to work independently and with ambiguity on multiple projects simultaneously with rapidly-evolving dynamics and several deadlines
A problem-solver with the ability to partner with other teams and internal/external partners, with a genuine commitment to delivering results and improving the owner experience.
Strong collaborator and the ability to effectively influence others ensuring integration across multiple departments.
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter. #LI-DYSON
- 401K with up to a 4% match
- Company paid Life Insurance and AD&D
- Flexible Savings Account (FSA) and Health Savings Account (HSA)
- Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
- Pre-tax Commuter Benefits (applicable areas only)
- Generous Child Care Leave Program
- Wellness Program
- Employee Assistance Program
- Generous Dyson Product Discounts
- Multi-Level Healthcare Coverage Options
- Vision & Dental Coverage
- Company paid Short-Term and Long-Term Disability
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.