Job Information
Anheuser-Busch Director Customer Satisfaction & Net Promoter Score in New York, New York
Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?
SALARY: $151,200-$179,550, bonus and long-term incentive eligible
COMPANY:
Michelob ULTRA. Cutwater Spirits. Budweiser. Kona Brewing Co. Stella Artois. Bud Light. That’s right, over 100 of America’s most loved brands, to be exact. But there’s so much more to us than our top-notch portfolio of beers, seltzers, and more. We are powered by a 19,000-strong team that shares our passion to create a future with more cheers. We look for people with talent, curiosity, and commitment and provide the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?
ROLE SUMMARY:
The NPS and Satisfaction director will report into and partner with the Senior Director for BEES Online Journey to develop an end-to-end strategy for measuring and improving BEES Customer Happiness.
This role will leverage sources of customer satisfaction and service data to identify problems in the BEES online and offline experience. The Director of NPS and Satisfaction will build a community of satisfaction leaders across Anheuser Busch and Independent Wholesalers to highlight problems and work with partners on action plans to resolve.
JOB RESPONSIBILITIES:
Lead end to end integration of Medallia platform with our customer engagement platform Braze
Project management of product and engineering work on data pipelines for Satisfaction data
Develop reporting and dashboarding capabilities for sources of satisfaction data, such as Rate My Delivery, Rate My Service, Net Promoter Score Survey, etc…
Define and measure B2B Customer Satisfaction using NPS, Support Center, Logistics and other data. Engage partners on action plans to improve satisfaction.
Build toolkits to engage and drive implementation of best practices to improve CSAT and service level.
JOB QUALIFICATIONS:
5-7 years of Customer Satisfaction of Support Experience
Bachelors degree required
Experience leading cross functional teams to drive organizational behavior change, using data to drive impact. Experience with Medallia and Braze preferred.
Highly organized (preferable if familiar with project management software (e.g. JIRA, Monday)
Skilled at holding third parties and internal / external counterparts accountable.
Familiarity with three tier system preferred
Some travel required, 25-50%.
WHY ANHEUSER-BUSCH:
Anheuser-Busch has always dreamed big. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. To reimagine what a beer company can be. And what, together with our people and our partners, Anheuser-Busch can do. Our collective impact is significant. Over the last decade alone, we have contributed more than $400 million to charitable organizations that support our communities, provided over 90 million cans of emergency drinking water, and, together with our wholesaler partners, invested more than $1 billion into responsible drinking initiatives. At the heart of these investments is our shared commitment to community – providing opportunity for our people, lifting our neighbors, and making a meaningful difference in the world. This future is our purpose. A future that everyone can celebrate, and everyone can share in. A future with more cheers .
BENEFITS:
Health benefits including Medical, Dental, Vision, Wellness and Tax-Advantaged Savings and Spending Accounts
Life Insurance and Disability Income Protection
Generous Parental Leave and FMLA policies
401(k) Retirement Savings options with a company matching contribution
Chance to work in a fast-paced environment among a company of owners
Free Beer!
WHY ANHEUSER-BUSCH:
Anheuser-Busch is here for the times that matter. The moments where we celebrate, defy challenges, dream of the brighter future we are building today– and all the moments in between. We are a company that brings people together for richer conversations, sweeter celebrations and stronger communities.
As the leading global brewer, Anheuser-Busch InBev is committed to finding innovative ways to continually improve. It's this kind of thinking that creates a unique work environment by rewarding talent, celebrating diversity and encouraging forward thinking. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by applicable law.
REQUIRE ADDITIONAL ASSISTANCE?
Anheuser-Busch is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you are a qualified individual with a disability, or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the Anheuser-Busch Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
If you need an accommodation or assistance in using the Anheuser-Busch Careers website, please email disabilityaccommodation@anheuser-busch.com .
Disclaimer: Anheuser-Busch does not charge for any part of the hiring process. Additionally, the company will only share information via official channels including the company website and from Anheuser-Busch email accounts. If you have any questions or concerns, please email the Anheuser-Busch recruitment team at CandidateTechSupport@anheuser-busch.com (CandidateTechSupport@anheuser-busch.com.) .
CONTACT US (CandidateTechSupport@anheuser-busch.com)
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