Customer Experience Manager

Role Overview

Customers are at the heart of everything we do at Groupon. We’re seeking a passionate Customer Experience Manager who will serve as an advocate for our customers’ needs across the organization. This role focuses on improving customer satisfaction by not just identifying issues but proactively solving them. The ideal candidate will collaborate closely with teams such as Product, Engineering, Sales, Marketing, Finance, and Legal to drive meaningful improvements.

We’re looking for someone with a proven track record in managing customer experience and making measurable impacts. In this role, you’ll work with various departments and handle a broad range of responsibilities based on the needs of each project. You could be training agents, collaborating with Engineering on technical solutions, creating processes for our customer support agents or assessing the commercial impact of business decisions. 

Adaptability is key, as you’ll be expected to tackle challenges across different areas of the business, always contributing to a better overall customer experience.

The right candidate will embody Groupon’s core value of Ownership, using data to uncover trends, gaps, and opportunities within our self-service ecosystem and leading initiatives to address them.

About the team

You’ll be part of a small team of (currently) three people, whose core focus is to leverage internal tools and AI to identify areas with poor customer experience and drive holistic solutions. This includes fixing customer support processes, updating training materials and SOPs, and collaborating with commercial and technical teams to enhance the external customer experience (improving our website, services and business processes). This role is an individual contributor position, and we’re looking for senior-level professionals experienced in customer experience who can help scale the team and lead even larger initiatives.

Key Responsibilities

• Collect and analyze customer feedback from multiple channels, translating insights into actionable strategies.

• Develop and implement strategies to increase customer satisfaction and loyalty, focusing on a customer-centric approach across all interactions.

• Drive continuous improvement in customer satisfaction by identifying key areas for improvement

• Measure and track return on investment for transformation opportunities, making sure improvements deliver measurable value.

• Promote a culture of continuous process improvement, advocating for best practices across the customer experience function.

• Prepare comprehensive reports on customer satisfaction metrics and present findings to senior management to shape strategic decisions.

• Identify trends and opportunities through data analysis, audit results, and customer experience journey mapping to suggest and implement process improvements.

• Resolve complex customer issues by developing and implementing solutions that prevent recurring problems, contributing to long-term customer satisfaction.

• Design and deliver training programs to equip customer service teams with necessary skills and knowledge, fostering continuous learning and alignment with evolving customer needs.

• Conduct in-depth data analysis to support business decisions and mitigate financial risks and operational challenges.

• Collaborate with stakeholders across commercial, legal, and operational teams to address and resolve pain points, ensuring organizational alignment.

• Provide support for marketplace tools and self-service initiatives, ensuring they meet customer needs and contribute to overall satisfaction.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree preferred).

• Advanced certifications in Customer Experience, Customer Relationship Management, or related areas would be a plus.

• Minimum 5 years of experience in customer experience, or a related role, preferably with experience in leadership or senior management position.

• Proven track record of driving significant improvements in customer satisfaction and loyalty through data-driven strategies.

Skills & Competencies

• Strong Leader:

  • Demonstrated ability to lead and influence cross-functional teams, driving initiatives from conception to completion.

  • Experience in leading change management initiatives to improve customer experience at scale.

  • Strategic thinker with the ability to transform customer insights into actionable business strategies.

• Analytical Thinker:

  • Strong analytical skills with expertise in customer journey mapping, data analysis, and reporting on key customer satisfaction metrics.

  • Experience using advanced analytics tools (e.g., Tableau, SQL, Salesforce, or similar) to track performance, forecast trends, and assess the return on investment for customer experience initiatives.

  • Ability to interpret complex data and translate it into meaningful insights for stakeholders.

• Professional Problem-Solver:

  • Demonstrated ability to tackle complex customer issues, developing scalable solutions to address root causes and prevent recurrence.

  • Proven experience in fostering a culture of continuous improvement and innovation within customer experience teams.

  • Strong project management skills with a demonstrated ability to oversee multiple high-impact projects simultaneously.

• Strong Communicator:

  • interpersonal skills with the ability to communicate effectively at all organizational levels, including senior leadership and C-level executives.

  • Excellent written and verbal communication skills, with the ability to present complex insights and recommendations clearly and persuasively.

  • Experience collaborating across multiple teams, including Product, Engineering, Legal, and Operations, to drive a unified approach to customer satisfaction.

• Generalist:

  • Ability to thrive in a fast-paced, dynamic environment, with a high degree of flexibility in managing changing priorities and diverse projects.

  • Strong multitasking skills, capable of handling various tasks such as training, technical discussions, and commercial decision-making.

• Customer Advocate:

  • Deep understanding of customer-centric approaches, with a commitment to putting customer needs at the core of business strategy.

  • Strong focus on improving customer loyalty, satisfaction, and overall experience across the organization.

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at grouponcareers.com.