Voice of Customer (VoC) Program Manager - Self Defense Industry

Are you ready to promote a mission you can BELIEVE in?

• Do you have a strong belief in the 2nd Amendment?
• Do you support the natural-born right to armed self-defense?
• Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)?

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.

The USCCA safeguards life, freedom, and finances for responsible American gun owners. Learn more about the USCCA at https://www.usconcealedcarry.com/

Position Summary:

Are you ready to be the catalyst for transformative customer experiences? As the Voice of Customer (VoC) Program Manager, you'll design and manage a comprehensive VoC program, specifically tailored for a business-to-consumer (B2C) environment. Leverage your expertise to ignite strategic initiatives aimed at elevating customer satisfaction, boosting engagement, and enhancing member retention.

Oversee the development and execution of feedback initiatives such as surveys, focus groups, and external research, ensuring customer insights are used to enhance products, services, and overall member experiences. You'll collaborate passionately with cross-functional teams to bring about meaningful changes based on customer feedback, aligning VoC strategies with our wider business ambitions.

Join us in this empowering role and make a lasting impact on our community and mission-driven journey!

Essential Duties and Responsibilities:

• Lead the strategy, development, and management of the VoC program to ensure customer feedback is collected, synthesized, and acted upon across all channels, including customer service interactions, social media, and member engagement activities. 
• Facilitate and collaborate with customer advisory councils to gather strategic feedback, identify key areas for improvement, and ensure customer voices are integrated into business decisions and product development initiatives. 
• Oversee the strategic design and execution of surveys, focus groups, and other feedback mechanisms to understand customer needs and expectations throughout their lifecycle. 
• Partner with cross-functional teams (e.g., marketing, sales, customer support, and training) to integrate VoC insights into strategic decisions and enhance product offerings and member experiences. 
• Drive program initiatives to optimize member engagement and retention, using VoC insights to refine and improve customer touchpoints. 
• Develop and present executive-level reports on VoC program performance, delivering actionable recommendations to leadership and stakeholders for continuous improvement. 
• Lead efforts to refine customer segmentation and identify meaningful customer engagement opportunities that maximize the value of memberships. 
• Stay informed on industry best practices, trends, and new technologies to continuously improve the VoC program and its impact on business outcomes. 
• Facilitate workshops and team discussions, such as customer journey mapping, to align teams on customer needs and create strategies to optimize customer experiences across all platforms.

Skills/Abilities, Experience, and Education Requirements:

• Bachelor’s degree in business administration, marketing, customer experience management, or a related field, or equivalent experience. 
• At least 5 years of experience in customer experience (B2C), program management, or similar roles focused on driving strategic initiatives. 
• Proven success in managing and executing voice of customer programs or initiatives.
• Demonstrated expertise in designing, deploying, and analyzing customer surveys to extract actionable insights, measure satisfaction, and drive enhancements in the customer experience.
• Proven skills in gathering, analyzing, and implementing qualitative customer feedback to inform strategic business decisions. 
• Experience leading cross-functional teams and driving collaboration to achieve business objectives. 
• Strong understanding of customer engagement strategies and how to leverage customer feedback for business improvement. 

Competencies:

• Skilled in leading and managing projects from concept to completion. 
• Exceptional communication and presentation skills, capable of influencing senior leadership and collaborating effectively with cross-functional teams. 
• Customer-focused mindset with talent for crafting programs that meet customer needs and drive business success. 
• Ability to work across departments and influence without direct authority. 
• Strategic thinker who excels at transforming feedback into actionable business opportunities and process enhancements. 
• Adaptable to change and able to skillfully prioritize multiple projects in a fast-paced environment. 
• Demonstrates the Core Values of Delta Defense, LLC.

Why YOU should Work at Delta Defense!

• 23 Days of Personal Time Off, 8 company holidays, plus paid day of volunteer service annually
• Personal protection, fitness, and home office reimbursement program ($500 annually)
• Robust insurance coverage options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
• Complimentary USCCA Elite membership & store discounts
• Nationally recognized in 2023 and 2024 as a Newsweek Top 100 America’s Most Loved Workplace Top Workplaces USA award in 2022!
• Named on Inc. 5000 “Fastest Growing Private Companies” list 13 years in a row!
• Milwaukee Journal Sentinel “Top Workplace” award 7 years in a row!
• Milwaukee Business Journal “Best Place to Work” award 6 years in a row!
• We are a fun, fast-paced, and rewarding place to work and grow!

Benefits can be reviewed at: https://www.deltadefense.com/careers

PM19