Senior Customer Experience Technology 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:

Job Overview

The Senior Customer Experience Technology Manager drives strategic initiatives to enhance customer interactions across all touchpoints, including web platforms, mobile apps, in-shop experiences, fleet-specific tools, marketing campaigns, call centers, and customer service channels. This role ensures alignment with business objectives, leveraging data and customer insights to deliver exceptional experiences and measurable results. Key responsibilities include creating customer journey maps, managing impacted technology roadmaps, defining business requirements, and implementing strategies to improve customer satisfaction and Net Promoter Scores (NPS) across all channels and interactions.

Key Responsibilities

Strategic Customer Experience Planning and Delivery:

• Collaborate with brand leaders to develop and execute customer experience strategies that align with business goals.
• Advise and influence senior leadership on the impact of customer-centric initiatives.
• Define and optimize customer lifecycle stages, from acquisition and onboarding to retention and advocacy.
• Collaborate across IT and technology partners to define and execute customer experience technology roadmaps.
• Ensure technology investments support customer journey enhancements and business goals.
• Evaluate and recommend tools to improve customer engagement and operational efficiency.

Customer Insights and Analytics:

• Utilize data analytics and feedback to identify customer pain points and areas for improvement.
• Support customer segmentation and personalization strategies to enhance engagement.
• Develop detailed customer journey maps to visualize and address experience gaps.

Demand and Relationship Management:

• Partner with business units to prioritize and deliver high-impact customer experience initiatives.
• Build and nurture relationships with key stakeholders to foster collaboration and alignment.
• Serve as the voice of the customer (VoC), ensuring their needs drive business technology decisions.

Process and Performance Improvement:

• Lead efforts to streamline customer interaction processes and improve efficiency.
• Implement strategies to elevate customer satisfaction and boost NPS performance.
• Oversee continuous improvement programs to optimize workflows and technology solutions.

Project Leadership and Facilitation:

• Define project scopes, objectives, and deliverables for customer experience initiatives.
• Manage cross-functional collaboration to ensure timely and successful project execution.
• Provide executives with regular updates on project progress, risks, and outcomes.

Qualifications

• Bachelor’s degree in Computer Science, Business Administration, Marketing, or a related field.
• 5+ years of experience in customer experience management, business analysis, or strategy development.
• Strong analytical skills with a proven track record of data-driven decision-making.
• Excellent communication and collaboration abilities across diverse teams.
• Demonstrated success in managing multiple projects and meeting deadlines.

Preferred Qualifications

• Experience in retail or service-oriented industries.
• Expertise in omnichannel customer engagement strategies.
• Background in loyalty programs, customer segmentation, and campaign analytics.

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Position Location:

Compensation Range:

Compensation Frequency:

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