Manager, Customer Experience Central Services
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Assistant Manager
Location Mount Laurel, New Jersey, United States
Visa Sponsorship No

Job Description

Last Update: 1/07/23
Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving Whats Right.

Holman is currently accepting resumes for the position of Manager, Customer Experience- Commercial. This is a newly created role within Holmans Commercial Team. The successful candidate will be a key contributor in mapping and executing strategic initiatives that guide and transform the customer experience for Holman clientele.


Primary Tasks:
Assist the CX leadership team in crafting and executing a holistic customer experience strategy for Holman businesses
Collaborate with senior business leaders and teams across the business to align customer experience priorities and plans, and serve as project owner for identified priorities
Serve as both a liaison and strategic partner to the central services leadership teams, conducting monthly priority review meetings to maintain alignment on goals and objectives, recommend solutions and help identify areas of focus and opportunity related to Customer Experience efforts
Lead the Holman Experience messaging, deployment and on-going education of the business
Partner with Human Resources, Partners in Excellence and other key teams across Holman to craft and deliver customer centric messaging, training, hiring and on-boarding practices
Lead Voice of Customer and Voice of the Employee efforts including design, execution, semblance and communication of themes and results across the business.
Lead the creation, execution and on-going management of the Holman CX dashboard including the visualization of CX data from across the business.
Lead CX on Social efforts in partnership with Marketing to share the story of CX excellence at Holman.
Leverage frameworks, tools, research, and external parties to lead priorities, opportunities and manage risk for the business.
Partner with various teams to implement and track the success of new initiatives
Support journey mapping and root cause analysis efforts as required
Stay current with trends and technology that support improved customer experience and business operations.
Prepare materials and presentations to deliver strategy and updates to key stakeholders across the business
Support project management activities in collaboration with other CX Managers
Provide reporting and analytics to support decision making and priority setting
Perform all other duties and special projects as assigned


Relevant Work Experience:
Demonstrated experience leading successful collaboration with multiple business stakeholders and building trust with teams preferred
Prior experience in project management, developing and implementing processes, meeting and stakeholder management expertise is preferred
Experience serving the customer directly and/or indirectly


Education and/or Training:
Bachelors degree or equivalent work experience
Additional education, certifications, or other distinctions related to customer experience and project management are a plus
Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. Thats why we are listening, open to learning new things about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. Its The Holman Way.

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.