Responsible for the development and maintenance of processes, technologies, and tools that will be used to measure and communicate to our company's line managers and senior management the ongoing customer relationships trends and customer satisfaction results for alll of our business lines. Measure customer engagement and touch points, customer outcomes and trends.
Customer Relationship and Data Management Specialist
Position Title: Customer Relationship and Data Management Specialist
Department: Customer Relationships Team Date Revised: 5/16/12
Reports To: Director of Customer Relationships team
General Summary:
Reporting to the Director of the Customer Relationships Team (CRT), the person in this position is responsible for the development of processes, technologies, and tools that will be used to a) continuously measure and communicate to Cantata service line managers and senior management ongoing customer relationships trends and customer satisfaction results for all Cantata business lines, b) continuously measure customer engagement and touch points by Cantata's various business lines and the CRT, and c) measure customer outcomes and trends related to specific treatment protocols or service bundling, as assigned. May also be assigned to market research specific projects related to the above directives, as directed by the Director of the CRT.
Principal Duties and Responsibilities: This description is intended only to identify the basic responsibilities and requirements of this job classification and does not prevent the assignment of other job-related duties. Successful job applicants will be able to perform these essential functions with or without requested reasonable accommodation.
1) Perform all duties in accordance with the Cantata Promise, treating every person (client, fellow employee partner, general community member) with respect, integrity, and compassion.
2) Work with the Director of the CRT and other appropriate Cantata business line managers to develop and maintain dashboards in Cantata's Customer Relationship Management software (CRM) that effectively measure and report key performance indicators and inform our business practices.
3) Work with the Director of the CRT to identify proper CRM data entry practices and to train CRT and other Cantata personnel, as appropriate, in implementing those practices.
4) Learn the capabilities of the CRM system (beyond what we are currently using) in an effort to expand the potential usefulness of the CRM system to Cantata and to enable effective daily/weekly/monthly management reporting beyond our current capabilities.
5) Work with the Director of the CRT and other Cantata service line managers, as appropriate, to design systems/processes to measure the effectiveness of services and programs (outcome measures) from the customer's perspective and communicate findings to the Cantata management team.
6) Identify and implement tools and technologies to survey, measure, and monitor external customer satisfaction and brand delivery for all Cantata business lines.
7) In conjunction with the Director of the CRT and the appropriate Cantata service line managers, develop the content of surveys and the appropriate methods and timing of how such surveys should be conducted.
8) Train CRT members and other Cantata service line managers, as needed, re: the proper implementation of conducting surveys (the survey process), the intake of customer information, and the use and function of the aforementioned survey tools.
9) Research various best market practices and processes re: surveying, outcome measurement, and customer satisfaction measurement, as required.
10) Participate in and attends various professional committees and conferences as required.
11) Create and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the CRT.
12) Consistently demonstrate ability to respond to changing situations in a flexible manner.
13) Follow work assignments and/or work schedules in completing and performing assigned tasks.
14) Attend in-services, meetings and educational training in accordance with Cantata policies and procedures.
15) Perform other duties advocating the interests of Cantata, as requested.
Job Evaluation Criteria
Customer Relationship and Data Management Specialist
A. Knowledge/Skill/Experience
? Bachelors' degree from an accredited university required.
? Ability and willingness to effectively motivate and lead individuals and groups with diverse needs and abilities.
? Must possess the ability to make independent decisions when circumstances warrant such action.
? Must be able to maintain good personal relations with a diverse group of people.
? Must be able to cope with the mental and emotional stress of the position.
? Ability and willingness to work harmoniously within a team environment.
? Ability to communicate effectively both verbally and in written form with a diverse group of people.
? Must possess the ability to deal tactfully with personnel, residents, customers, family members, visitors, government agencies/personnel and the general public.
? Must be able to read, write, speak, and understand the English language.
? Aptitude for detail work.
? Computer literate.
B. Contact with Others
Regular contact with residents and customers and their families. Daily contact with all levels of personnel within the company.
C. Delegation of Authority
As Data Management and Market Research Specialist, you are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties.
D. Responsibility for Accuracy
Omission or incorrect mandatory federal, state and facility documentation can generate penalties enforced by regulators.
E. Responsibility for Confidential Data
Employees are required to safeguard sensitive information. Sensitive information includes, but shall not be limited to, information concerning Cantata's former and current residents/clients, medical and health information, donor and prospect records, and Cantata's information systems including but not limited to the Internet and E-mail.
F. Physical Requirements/Working Conditions
? Must meet general health requirements as set forth by this facility.
? May be necessary to work beyond normal working hours.
? Is subject to callback during emergency conditions (e.g., severe weather, evacuation, post disaster, etc.).
? Sits, stands, bends, walks and climbs stairs, as needed to conduct development activities.
? May be necessary to assist in the evacuation of residents during emergency situations.
G. Exposure Classification
? Job duties are classified as Category II (no routine exposure to blood, body fluids or tissues).
? No exposure to hazardous chemicals.
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