|
What We Do
The solar electric industry is an exciting and rapidly growing business, providing excellent career opportunities and the great satisfaction of having a positive impact on the environment. Founded in 1985, SunPower Corp. (Nasdaq: SPWR) designs, manufactures and delivers the planet's most powerful solar technology broadly available today. Residential, business, government and utility customers rely on the company's experience and proven results to maximize return on investment. With headquarters in San Jose, Calif., SunPower has offices in North America, Europe, Australia and Asia.
Job Summary
The Director of Customer Experience and Insights will be responsible for 2 distinct areas: Customer Experience and Customer Insights, with the focus of informing the “Voice of the Customer” at SunPower and bringing intelligence behind our global marketing efforts from a data and insights perspective . This position will set the overall strategy and vision to deploy and evangelize customer loyalty (NPS) at SunPower. Specific responsibility includes the process, execution and analytics of all survey metrics on a global basis for NPS/CSAT as well as chairing the NPS cross functional council. This position will also lead the global efforts for customer segmentation, customer insights, mapping the “Customer Journey” activities and establishing the key moments of truth to enable SunPower to build lifetime relationships with our end customers (including residential, commercial and utility).
Position is based in San Jose, Ca. location and reports directly into the Chief Marketing Officer.
Responsibilities
This position is responsible for being the subject matter expert (SME) for the overall Customer Experience (CX) and our Customer Insights effort. A successful candidate for this role will become the spiritual and emotional leader for the “Voice of the customer” and customer loyalty at SunPower.
• Establish a core strategy, plan and roadmap for igniting “Customer Experience” at SunPower through customer loyalty (NPS) and customer satisfaction (CSAT) metrics, analytics and feedback loop process with the Product Group and Sales team. Work with Quality team to dive into customer verbatims and ensure consistent visibility and understanding of top issues.
• Revise existing survey process for NPS to instill “best practices” for Residential, Utility, Commercial and our Partner relationships. Establish benchmark for SunPower NPS vs core solar competitors.
• Work with marketing leaders to drive customer engagement practices, loyalty and referral programs that result in building lifetime loyal SunPower customers.
• Manage the strategy and evolution of our offshore call centers that support our customers and partners. Collaborate with this operation to improve effectiveness and customer loyalty through NPS transactional measurement.
• Develop core process to incorporate customer insights into the new product /program development process as well as feed back loop into appropriate Business owners.
• Lead a cross functional Consumer Insights council to focus strategy and priorities for research activities including new product innovation, customer segmentation, etc. Establish annual budget and lead these activities and establish a central repository for customer understanding.
• Collaborate on driving a global strategy and plan to incorporate all customer databases into one integrated database to enable “single sign on” and the concept of “My SunPower” for all customer interactions and services. Work with IT and Web teams to execute these plans.
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Required
• BS/MS in a business or marketing field or equivalent work experience
• Minimum 8 years in Relationship marketing, Customer Experience, Voice of the Customer, and Customer Insights.
• Outstanding strategic, communications, presentation, interpersonal and team-oriented skills.
• Working knowledge and experience with NPS.
• Passion for the SunPower customer!
Preferred
• MBA desirable.
• Customer work in B2C, B2B and C2C.
• Ability to be a motivated self-starter and to become a recognized influence within the organization.
• Past experience in Customer Experience organization is a BIG plus.
• Experience in relationship marketing, customer insights, NPS, customer journey and customer experience/voice of the customer.
• Experience in renewable energy fields such as Wind, CSP, and PV a plus.
|
