Business Development Manager National Customer Experience CX Focus

Travel Required: Up to 30

Any Employment Offers are Contingent Upon Successful Completion of the Following:

• Verification of Work Authorization and Employment Eligibility
• Substance Abuse Screening
• Physical Exam (if applicable)
• Background Checks for Badging/Security Clearances (if applicable)

About Hensel Phelps:

Founded in 1937 Hensel Phelps specializes in building development construction and facility services in markets ranging from aviation to government commercial transportation critical facilities healthcare and transportation. Ranked #1 in aviation and #12 overall general contractor in 2021 by ENR Hensel Phelps is one of the largest employeeowned general contractors in the country. Driven to deliver EXCELLENCE in all we do and supported by our core values of Ownership Integrity Builder Diversity and CommunityHensel Phelps brings our clients visions to life with a comprehensive approach that begins with innovative planning and extends throughout the life of the property.

Position Description:

The Business Development Manager (National Customer Experience (CX) Focus) is responsible for the customer experience (CX) at a national enterprise level and is accountable for client satisfaction information management research and client intelligence related to client satisfaction understanding client needs and priorities.This individual is critical to the firmsvision to be the recognized leader in firm management by transforming the client experience.

The position is a key contributor to the companys client experience strategy and implementation to help drive brand value and client loyalty.The position will work closely with senior managers and members of the Senior Leadership team across multiple divisions and channels to ensure that factbased informed and clear strategies are developed and implemented on behalf of our clients and position our future strategic business development needs within sustained and emerging markets.

Position Qualifications:

• Bachelors or masters degree inBusiness Economics Marketing or a related field.
• 6 years of professional experience within a client or customerfocused organization leading customer insights and have AEC (Architectural Engineering and/or Construction) related experience.
• Valid drivers license.
• Proven experience in market research data analysis or a similar role within the construction or related industry.
• Ability to operate simultaneously and effectively in both tactical and strategic modes.
• Ability to solve complex problems.
• Strong knowledge around sales strategies and market dynamics.
• Strong financial acumen with demonstrated experience in managing business risk and profitability.
• Ability to work effectively within a matrixed geographically dispersed team and leverage knowledge across the organization.
• Experience in various research analytics and data management methodologiesand an understanding of how to value and select appropriate technologies to advance member centricity across a complex organization is necessary to be successful in this position.
• Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally.
• Ideally has led customer centric strategies applying CX tools such as journey mapping and cocreation.
• Demonstrated understanding of consumer and businesstobusiness channel experiences and expectations measures of satisfaction and performance drivers.
• Working knowledge and/or quick uptake in working with relational databases database structures and data analysis.
• Highly developed influencing and negotiating skills.
• Outstanding ability to break down complex cases recommend and implement a solution.

Essential Duties:

• Recommendsand implements feedback methodology tools/tactics/metrics that will help the firm better understand the client experience at our firm and how we compare to industry leaders.
• Develop reports to leadership of the teams progress and impact working closely with the CX Strategy team to evaluate issues and opportunities with effective solutions.
• Design current state client journey maps illustrating gaps inefficiencies and opportunities to then develop ideal future client journeys.
• Oversees the implementation analysis and application ofVoice of the Clientand other direct client research and surveys that will increase our knowledge of and insights into client satisfaction needs and priorities.
• Proactively consults with and incorporates the input of line of business and key support unit managers when designing research and other related client insight initiatives.
• Recommends training and additional communication actions that can enhance the client experience at our firm based on insights gathered as appropriate.
• Serves as a point person for ongoing client concerns/suggestions via mail email and telephone as appropriate.Analyzes crafts necessary responses brings to the attention of management when important and recommends action when appropriate.
• Has a voice in all mandatory client notification and other marketing/promotional clientfacing collateral to ensure proper tone and manner in line with client experience strategy.
• Maintains a proactive commitment to established research programs (client partner industry competitive).
• Connect customer experience efforts (inputs) to business outcomes constantly creating sound business cases to drive the appropriate velocity of investment and change in our customer experience program.
• Advocates for and advances the indoctrination of all employees to act in a customercentric culture manner.

Salary Range:

$90000 to $96000

Additional Compensation Benefits:

• Eligible for phone allowance (Up to $900 annually).
• Eligible for car allowance (Up to $1350 monthly).
• 401(K) retirement plan (Up to 15 of base salary).

Potential Total Rewards $120600$127500

Benefits:

Hensel Phelps provides generous benefits for our salaried employees.

• This position is eligible for company paid medical insurance life insurance accidental death & dismemberment longterm disability health savings account (HSA) (HSA not available in Hawaii) and our employee assistance program (EAP).
• Employee paid enrollment in vision and dental insurance.
• 22 days 15 PTO 7 holidays) of paid time off accrual beginning upon hire.
• Based on position location a costofliving adjustment (COLA) may also be included (subject to periodic review and adjustment).

Equal Opportunity and Affirmative Action Employer:

Hensel Phelps is an equal opportunity and affirmative action employer. Hensel Phelps shall not discriminate against any employee or applicant for employment on the basis of race color religion sex age national origin sexual orientation gender identity and expression domestic partner status pregnancy disability citizenship genetic information protected veteran status or any other characteristic protected by federal state or local law.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 601.35(c)

Required Experience:

Manager