Description

　　Description - External

　　At Percepta, we bring first-class service across each market we support. As a Client Operations Analyst , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

　　Hours of Operation: Monday to Friday 8 am-5 pm CST

　　Full Time – (40 hours a week) 100% Remote Job

　　What You’ll Be Doing

　　The Client Experience Analyst will support the team in meeting and exceeding Client CX OKRs (objectives and key results) by managing tracking, reporting, and communication of performance reporting toward key business objectives across the Lincoln Client Experience Journey for Discovery, Purchase and Onboarding stages. The Lincoln Client Experience Analyst will also support key business priorities/projects, budgets, events, and metrics.

　　During a Typical Day, You’ll

　　Support the Client Experience Owner and Experience Leads for Discovery, Purchase and Onboarding with ongoing and special projects with dynamic business priorities

　　Lead Reporting and Tracking for Client Experience Center and Client Dynamic Experience Center along with agency partners at TCG and Finance; including ROI, sales match, market share, lead generation, handraisers, virtual tours (showcase) and other key metrics/performance

　　Support Analysis of OneCX data reporting (real time client experience tracking results) to monitor and track Lincoln performance that will help inform the team to improve Client Experience

　　Support Marketing Units for Client Experience Center: Track usage, secure vehicles, and support ordering efforts (coordinate with Market Area and TCG partners)

　　Assist with logistics, planning, catering, announcements, attendance tracking, etc. for events, meetings, or activations with the Client CX Team to support activities with dealers, clients and the Client Experience Center or Client Dynamic Experience Center

　　Support research initiatives for Client CX Team (client, dealer or field interview or survey planning/logistics)

　　Manage office supply usage and re-ordering

　　Support team workshopping efforts, coordination, scheduling, and documentation

　　Provide project support for key initiatives across Discovery, Purchase & Onboarding Lincoln CX

　　Lead contact with Client land (office space) management for office issues, scheduling, and questions

　　What You Bring to the Role

　　Education

　　High School Diploma

　　Business or Marketing related associates degree or equivalent work experience preferred

　　Bachelor’s degree preferred

　　Experience

　　Prior marketing experience preferred

　　Project management experience preferred

　　Automotive experience a plus

　　Luxury experience a plus

　　Skills

　　Strong business acumen

　　Strong computer skills in MS Office:Word, Excel, Access, PowerPoint, and MS Outlook

　　Positive attitude and desire to be part of a team of professionals in a department with a culture where people can thrive and enjoy work

　　Ability to adapt to dynamic business environment with evolving priorities & support needs

　　Strong problem solving and decision-making skills

　　Proven experience multi-tasking in a fast-paced environment

　　Responsible, accountable, and able to work independently and as part of a team

　　Strong customer service skills and relationship building skills

　　Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

　　Strong verbal and written communication skills

　　Strong multi-tasking skills and ability to plan and prioritize responsibilities

　　Ability to demonstrate a high degree of professionalism

　　Strong attention to detail and analytical aptitude

　　Ability to display a high degree of discretion in dealing with confidential documents and information

　　What You Can Expect

　　Hourly rate of $20-24 depending on the Hiring Manager

　　Remote Position

　　Dental/Vision/Life Insurance

　　Flexible Spending Account (FSA)

　　401(k) with company match

　　Vacation/Sick Time and Paid Holidays

　　Tuition Reimbursement

　　Employee Assistance Program

　　Employee Discount Program

　　Training and Development Programs (Percepta College)

　　Employee Rewards Program (Perci Perks)

　　About Percepta

　　Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

　　Our values are the heartbeat of our organization, and we live, breath and play by them every day . As a Percepta team member, you can expect:

　　Culture of Service - to be treated like you are the customer from day one

　　Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

　　Respect – a team that is accountable, dependable and gives you their full attention

　　Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

　　Career Growth - lots of learning opportunities for aspiring minds

　　Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

　　Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

　　As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

　　Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

　　Primary Location: US-MI-Dearborn

　　Req ID: 03T57