Senior Manager/Director, Customer Experience Management (CEM) Di

A Customer Experience Director is a strategic thinker, excellent planner, great manager and possesses strong communication and analytical skills. Along with solid business acumen, a Director has the ability to engage with senior-level managers and executives in Fortune 1000 companies.



The Director is responsible for managing and leading the Eastern Region CEM team. The Director is tasked with managing and developing the Eastern Region CEM revenues, building client relationships, executing custom research engagements, and ensuring the highest level of quality in the team’s work.



He/She will consult with clients on their Internet strategies, adding strategic business value, and will identify additional areas where Keynote services would add value.



The ideal candidate is an insightful, consultative, strategic thinker who is passionate about the ways that the Web will continue to revolutionize information distribution, interaction and business processes. This individual will also haven the proven ability to lead a team of professionals.



Responsibilities include but are not limited to:

Growing CEM revenue of existing clients and business development of new clients while achieving margin targets
Managing a geographically distributed team
(reverse order to emphasize the importance of financials)
Add strategic insights and value to clients' internet businesses
Participate in pre-sales calls
Execute custom research engagements
Manage both international and domestic projects
Develop deep understanding of each client’s business and Web strategy
Present findings and recommendations to a broad variety of client stake holders, including senior-level executives
Extensive customer management responsibilities


REQUIREMENTS
Required Experience & Skills


Must have a minimum of 7 years combined progressive, consultative experience in marketing research and quantitative research tools, management/strategy consulting and usability consulting
Proven ability to manage a team, delivering outstanding financial results and customer satisfaction with minimal direct supervision
A background in competitive intelligence, ROI analysis and a quantitative skill set for data analysis
An entrepreneurial mindset, demonstrated by past success in fast-moving and unstructured organizations
The ability to think and lead strategically accompanied by an attitude to do "whatever it takes to get the job done" and to be hands-on as necessary
Thorough knowledge of Customer Experience Management and Internet-based Market Research disciplines



Other Qualifications:
Four-year college degree
MBA a plus
Strong analytical skills, with very high attention to detail
Strong presentation skills and the ability to facilitate discussions
Excellent client and teaming skills
Excellent communication and presentation skills
Conversant in the principles and practices of user-centered web design
Ability to manage customer delivery schedules
Ability to think creatively and solve problems under significant time pressure
Strong initiative and drive to succeed
Ability to learn and use Keynote CEM technology (WebEffective), along with other customer evaluation resources, to develop detailed insights and actionable recommendations
Microsoft Office (Word--styles, tables, and templates; Excel- macros, charts and graphs; PowerPoint- text and graphics)