location / New York, New York
date posted / 08/15/2017
job description / CXM Associate, MRM//McCann

Core Duties/Responsibilities

Job Title: CXM Associate

About this role:

We are seeking a Customer Experience Associate to support a number of clients. This position will report to the head of our Customer Experience (CX) practice and will act as a conduit (along with CX Analysts) between clients and our subject matter experts, inclusive of: Strategy, Account Management, Project Management, Performance, Technology and Creative. As this role involves client interface and internal team management, you would be expected to be a go-getter and excel in the area of written and verbal communication.


As a lead customer experience associate, she or he will partner with our subject matter experts to help:


  • Align on client expectations to develop scopes and presentations
  • Research existing customer experience practices in terms of people, processes, and technology
  • Assist in the implementation of CX technologies, processes and programs that enable the desired customer experience
  • Orchestrate and work with CX Analyst to on customer experiences by ensuring consistency across all channels of customer interaction
  • Assist on creating a performance and insights framework to identify opportunities and quantify return on investment (ROI)



Required Skills/Knowledge/Experience

Additional Relevant Experience and Education:

  • 1-2 years of related experience designing and delivering customer experiences at scale
  • Experience in concept definition, process design, implementation and improvement across multiple functions and teams
  • Demonstrated success in applying customer data and customer experience insights to set strategic priorities which deliver business outcomes
  • Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation
  • Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes
  • Experience in internal management of cross-functional teams
  • Understanding of enterprise software tools including CRM, ERP, and POS systems, as well as business intelligence platforms
  • Bachelor’s degree required, MBA preferred.


At MRM, Relationship is our Middle name.

MRM//McCann is a leading customer relationship agency that leverages the power of creativity, the beauty of data, and the magic of technology to nurture, encourage and sustain strong relationships between brands and their customers – in turn, creating meaningful experiences for people, while driving business results.

We employ the most innovative talent in the industry to digitally drive the transformation of our clients’ businesses and provide creative solutions to help brands grow meaningful relationships with people.

Do you excel when working in a team? Are you fascinated by the endless possibilities that technology brings to marketing? Are you ready to transform our world?

If so, you will thrive in our culture based on the Important Things We Believe (I.T.W.B.s)

  1. Ideas power everything
  2. We’re Better Together
  3. We’ll figure it out
  4. Complexity can be managed
  5. It only counts if we deliver
  6. Technology is magic


We love our diverse workplace! MRM//McCann is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status or any other occupationally irrelevant criteria.