Manager Customer Success - President Circle & 5 Star Programs

General Responsibilities
Manager Customer Success ? President Circle & 5 Star Programs
The primary mission of this Program Owner ? President Circle & 5 Star Programs will be to lead success of the programs and delivery of overall member experience connecting with President Circle & 5 Star Program customers worldwide.
This role will be primary point person liaising between our Brand and Loyalty teams, Inbound Tour & our North American RAC Operations teams. Responsible for operational aspect of these programs, ensuring the translation of all new brand strategy & messaging for the both programs into actionable and workable processes for our field leaders & front line employees. This role will work closely with Training to ensure our Loyalty & Marketing efforts and initiatives carry through all training rollouts for all roles within our North American RAC Operation. Additionally this position will work with our Customer Care and analysis team to understand impact on satisfaction and customer contacts and feedback in line with the customer journey. This is a high visibility opportunity that requires effective collaboration across all key functions within the organization.
+ Drive the rollout of actions & initiatives to support our service standards for our member tiers to the North American RAC & HLE locations.
+ Deliver increased member satifaction by ensuring consistent and timely delivery of available program benefits across a variety of locations with unique attributes.
+ Formulate insight from NPS performance trends, and customer feedback to develop recommendations for on-going improvement in the delivery of targeted and differentiated customer experiences.
+ Work with locations and audit to ensure effective adoption & adherence to the agreed standards for service in our field operations.
+ Formulate insight from NPS performance trends, and customer feedback to identify and develop potential process improvements that can contribute to enhancing the loyalty/customer experience.
+ Deliver weekly and monthly reporting of accomplishments, results and challenges to ensure constant, consistent delivery of brand identify across all customer touch points.
Mandatory Requirements
Essential Requirements
+ Bachelor?s degree required
+ Minimum 5+ years of experience in leadership/management role.
+ Operations experience preferred.
+ Experience Sales/Inbound a plus
+ Experience working across and influencing corporate & field functions.
+ Proven ability to derive, manipulate, synthesize, and apply findings to business problems to lift customer satisfaction, revenue, and profits.
EEO Statement
Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
Job ID _163551_
\# Positions _1_
Category _Customer Experience_
Division _WHQ - Estero - Only_
Position Type _Regular Full Time_

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