At Polaris our DNA started with co-founders Edgar Hetteen, his younger brother Allan and his close friend David Johnson who had somewhere to be and no way to get there. 65 years later, you still see that drive, ingenuity, and pioneering spirit in everything we do.

CXM Manager

Location: Plymouth, Minnesota US

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Job Number: 4823

Requisition Number: R4469

Position Title:

External Description: At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to Think Outside.

JOB SUMMARY:

Serve as a subject matter expert for Customer Experience Management (CXM) supporting ORVand drive our customer led growth strategy across all business functions. Lead culture transformation to focus on designing, developing and delivering the best in class customer experience. Help identify and lead process improvements, corrective actions and preventative actions through various project management activities focusing on optimizing the end-to-end customer experience. This position demands a highly cross functional and collaborative manager.

ESSENTIAL DUTIES & RESPONSIBILITIES:

CXM Planning and Execution of Culture Change - 40%

  • Drive and implement the CXM strategic plan in partnership with the ORV business and CXM leader
  • Drive the ORV customer led growth strategy across the organization through the five CX pillars (Inspire Connection, Empower, Make It Easy, Listen and Action, Deliver Our Best)
  • Identify CXM mesh points within the business and partner with business leaders to embed customer led growth strategy within functional teams
  • Lead CXM governance and prioritization of investments that maximize the end-to-end customer experience


Process & Capability C reation / I mprovement - 40%
  • Develop and implement sustainable 360 closed loop operating processes that capture customer experience issues and gaps in the ORV Pull & Flow operating model
  • Identify customer experience process improvement opportunities through root cause analysis and lead selected project teams to implement corrective actions and preventative actions as determined
  • Identify voice of customer data insights sources and work cross functionally to implement and utilize data analysis tools, metrics dashboard and trend reporting
  • Gather and prioritize CXM investment needs, interfacing and working closely with business leadership and functional partners including but not limited to marketing, engineering, data analytics, customer insights, field sales, customer support and digital product teams


Metrics & Reporting - 20%
  • Develop CXM metrics dashboard, trend reporting and project status reports
  • Analyze CXM data, summarize opportunity areas and recommend course of action
  • Provide regular status updates to ORV business functions, executive leaders and other stakeholders
  • Work closely with D&IS and other functional teams as appropriate on all systems changes, designs and implementation
  • Develop governance and reporting documentation
  • Other assignments as requested or required


SKILLS, KNOWLEDGE & EDUCATION:

Skills
  • Excellent planning, execution and organization skills with attention to detail
  • Strong analysis, data gathering and process orientation skills
  • Strong communication, facilitation and presentation skills at all levels
  • Self-directed with strong personal initiative
  • Effective decision making and problem solving skills
  • Ability to prioritize and manage multiple tasks and deadlines
  • Professionalism, strong customer service skills and strong interpersonal skills with the ability to influence others without direct authority
  • Ability to embrace a rapidly changing environment and pivot quickly on priorities


Education / Experience
  • Bachelor's degree
  • 3-5 years of experience, preferably at Polaris with knowledge and roles across multiple front-end and/or back-end functions
  • Strong business acumen
  • Demonstrated record of success in previous positions
  • Experience with data gathering and analysis, process mapping and Kaizen teams


WORKING CONDITIONS
  • Fast paced, dynamic culture in an office environment
  • Based on of Bass Creek Facility, Plymouth, MN
  • Travel up to 10%


We are an ambitious, resourceful, and driven workforce, which empowers us to Think Outside. Apply today!

About Polaris

As the global leader in Powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. With annual 2019 sales of $6.8 billion, Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; snowmobiles; and deck, cruiser and pontoon boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with parts, garments, and accessories, along with a growing aftermarket portfolio, including Transamerican Auto Parts. Polaris' presence in adjacent markets includes military and commercial off-road vehicles, quadricycles, and electric vehicles. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. www.polaris.com

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

City: Plymouth

State: Minnesota

Community / Marketing Title: CXM Manager

Company Profile:

EEO Employer Verbiage:

Location_formattedLocationLong: Plymouth, Minnesota US

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