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Consumer Experience Manager

Date: Aug 12, 2019

Location: Akron, OH, US

Company: Goodyear

Requisition ID: 49899 
Sponsorship Available: No 
Relocation Assistance Available: Yes 

Goodyear. More Driven.

 

 

 

About the Position

The Manager of Consumer Experience is responsible for the consumer experience of all Goodyear consumer-facing web properties. This role will lead the strategy and execution of all creative, content, promotions, merchandising, and consumer journey development on these web properties. This role is responsible for optimizing design processes and investment by collaborating with internal stakeholders (Digital Marketing, Research, Consumer Care, Shopper Marketing and Brand) to support, oversee, and manage key components of the design of digital marketing materials, while applying customer experience (CX) principles and best practices throughout our web properties. This role supports strategic, user-centric priorities, champions consumer-centric principles, and actively promotes a consumer-oriented culture. Focus on developing engaging, satisfying customer experiences that leads to growth in conversion, sales and overall CSAT scores

 

Primary Responsibilities

  • Manages internal CX team and external agency partners in the development and execution of consumer journeys (inclusive of user interface development, content development, & creative execution) that result in increased conversion (Add To Cart, Checkout, Appointments, etc.)
  • Owns the test and learn strategy and information architecture for all digital properties. This is inclusive of managing all A/B and multi-variate tests, user experience research and design, and the analysis of both qualitative and quantitative data to help inform the creation and maintenance of our digital roadmaps. 
  • Internal team development - creation of the CX org structure, hiring and onboarding of key talent to allow
  • Collaborate with key stakeholders including, but not limited to, Digital Marketing, Research, Consumer Care, Shopper Marketing, and Brand to ensure the online consumer experience supports all campaigns/programs, leverages first party data in the optimization of our experience, and meets the ever-evolving needs of our end consumer
  • Research - stay on the cutting edge of digital consumer experience trends to inform our online strategy. This included continuous learning via podcasts, blogs, etc.; attending industry events; and working with other areas of consumer innovation within the company. Conduct qualitative and quantitative user experience research using both online and in-person tools

 

Required Education and Experience

  • Bachelor's or Master's Degree in Marketing or human-centered design
  • 7+ years in digital marketing with increasing responsibility in the user experience domain
  • 4+ years with people management responsibilities (internal and/or agency resource management)
  • Demonstrable experience working in cross-functional environment supporting multiple areas of the business
  • Demonstrable experience leading user experience in a conversion-based environment (i.e. Ecommerce sales, appointments, etc.)

 

Skills and Abilities

  • Understanding of relational databases and database queries (advanced MS Office / SQL / Google Big Query writing experience)
  • Familiarity with data modeling and data visualizations (Tableau experience)
  • Understanding of modern marketing practices (digital and traditional)
  • Proficiency in Adobe Analytics
  • Comfort converting user experience goals & metrics into financial targets

 

#LI-MR1

 

Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information. 


Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

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