CX Project Manager

Job Title:  Customer Experience Project Manager

Job Type: Full-Time Remote

ARMRA Schedule: Monday-Friday, 9am-6pm EST

About ARMRA: ARMRA is reimagining the paradigm of immune health by developing natural products that harness bioactives from colostrum - nature's 300 million year old superfood. With the modern environment evolving and everyday chemicals, pollutants, pathogens, and processed ingredients threatening our mental and physical state, our bodies need protection now more than ever. At ARMRA, we use proprietary, Cold-Chain BioPotent Technology, and leverage immune intelligence to protect, restore, and enhance complete immune health and cellular performance. Harnessing the power of colostrum and its 400+ bioactive nutrients, we bring together technology and superfood science, empowering you to face the modern world head on.

We are research-driven and committed to transparency, safety, clean product development, and environmental sustainability. This is an exciting opportunity to work with a high-growth consumer health startup that is rebranding a category and changing the paradigm of health for the modern era.

The Role: As the Customer Experience Project Manager, you'll take the lead in shaping our email communication strategies. You will play a crucial role in shaping the way our customers interact with our brand & your initiatives will focus on elevating customer satisfaction levels and cultivating lasting brand loyalty.

Responsibilities:

Project Planning and Strategy

• Develop comprehensive project plans outlining objectives, timelines, and resource allocations to drive customer experience enhancements.
• Collaborate cross-functionally to align project goals with overarching business objectives and customer-centric strategies.

Customer Journey Optimization

• Conduct a thorough analysis of customer journey maps to identify pain points and opportunities for improvement.
• Utilize customer feedback and market research to inform strategic decisions aimed at enhancing the overall customer experience.

Platform Enhancements

• Lead initiatives to optimize the user interface, navigation, and functionality of our ecommerce platform.
• Work closely with the IT team to prioritize and implement website and app features that improve usability and accessibility.

Customer Support Excellence

• Implement strategies to streamline customer support processes and ensure timely resolution of inquiries and issues.
• Monitor customer service metrics to identify trends and areas for improvement, implementing corrective actions as necessary.

Personalization and Customization    

• Develop and execute strategies for personalizing the customer experience through targeted marketing campaigns and product recommendations.
• Utilize data analytics and segmentation techniques to deliver relevant and engaging content to customers.

Quality Assurance and Testing

• Oversee testing efforts to ensure that all changes and updates meet high standards of functionality and usability.
• Conduct A/B testing and usability studies to evaluate the effectiveness of new features and enhancements.

Effective Communication

• Provide regular updates and reports to senior management and relevant teams on project  progress and outcomes.
• Foster a culture of collaboration and transparency by soliciting feedback and input from all team members.

Continuous Improvement

• Stay informed about industry trends and best practices in ecommerce and customer experience management.
• Proactively identify opportunities for innovation and improvement to drive ongoing enhancements to the customer experience.

Skills & Qualifications:

• 3+  years experience of proven Project Management expertise working with customer experience & cross functional teams
• Proficient in Monday.com
• Great work ethic, exceptional organizational skills, and proactive communication: Must be organized, detail oriented, resourceful, and adept at prioritizing and juggling multiple projects at once to communicate, follow up on, and meet tight deadlines
• Ability to work in a fast-moving, fast-changing environment, oftentimes under pressure
• Proactive approach to projects and always thinking ahead; shows initiative to drive results and solve problems, and can always be counted on to follow through with transparency
• Knowledge of project management and budgeting best practices, including workflow, and terminology
• Professional and positive demeanor
• Ability to interact well with diverse personalities
• Must have excellent verbal and written communication, organizational, multi-tasking, and problem-solving skills, with heightened attention to detail
• Ability to prioritize and plan strategically and efficiently
• Self-motivated, results oriented and creative thinker
• Ability to accurately and effectively communicate with customers and staff in a professional and courteous manner

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.