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Coke Florida is hiring a Senior Operations Manager

Summary

We are seeking a highly motivated and experienced customer experience manager to join our team. The successful candidate will be responsible for overseeing the customer experience for our products, including the development of new features, managing customer feedback, and ensuring that our products meet the needs of our customers within our territory. The customer experience manager will work closely with the CONA Center of Excellence to share learnings, ideas, and enhancements, to ensure user-friendly, customer-focused solutions.

Key Responsibilities:

• Develop a deep understanding of Coke Florida digital ambition for customers and their pain points
• Design and improve the overall customer experience to minimize friction and enhance personalization throughout the purchase cycle
• Lead for myCoke PicOS, capabilities, LMS, field market visits and training
• Field execution support (KPIs)
• Site performance, Google Analytics, work with Business Intelligence to develop reporting
• Manage all customer journeys across the platform, looking for opportunities for retention and loyalty
• Create and execute testing plans across experience delivery (email, banners, SEO etc.)
• Manage Voice of the Customer (VOC) and Customer Council research for customer engagement and satisfaction, including storefront/customer NPS and CSAT scores
• Identify areas of improvement from VOC metrics, escalating systemic learnings to CONA’s Center of Excellence team. Manage local improvements with Digital Center of Excellence
• Lead bottler customer council groups to gain additional insights into the customer experience
• Define and execute strategies to capture prioritized growth opportunities
• Identify and quantify business growth opportunities (outlets & revenue) at a Bottler-specific level
• Work with cross-functional teams to ensure that products meet customer needs and are delivered on time and within budget
• Leadership role on Digital Integration Center of Excellence team responsible for Market Development, Support, Digital Content, Campaign, and Shelf Execution
• Partner with Customer Experience Community of Practice to ensure consistency and collaboration across the Bottler ecosystem.
• Serve as product owner for experience platforms
• Manage audience segmentation, analysis and prioritization
• Look for new opportunities for communicate personalization throughout the customer journey
• Work with cross-functional teams to create communication plans for product launches, events, and other initiatives
• Lead for Experience Builder and works closely with Business Intelligence

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field
• 5+ years of experience in Operations Management or Customer Account Management
• Understanding of Digital Commerce and some industry knowledge for success metrics
• Experience with Agile development methodologies
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Experience working in a fast-paced environment
• Ability to work independently, lead projects, and as part of a team
• Passion for delivering exceptional customer experiences
• Travel requirements up to 50%

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