Head of Customer Experience

1 week ago

Old Toronto, Canada CapIntel Inc. Full time
How Will I Make An Impact?

As the Head of Customer Experience, your impact will be pivotal across several critical domains:

Leadership and Organizational Development:

  • Cultivate a culture of excellence within the Customer Success & Product Support teams, promoting an ethos of collaboration, innovation, accountability, and positivity.

  • Provide visionary leadership to align the team's efforts with the overarching goals of enhancing customer satisfaction and loyalty.

  • Champion professional growth and development, ensuring team members possess the skills, knowledge, and motivation required to excel.


Customer Journey and Satisfaction Enhancement:

  • Spearhead the development and refinement of comprehensive strategies to deliver a seamless and superior experience across all customer touchpoints.

  • Drive initiatives aimed at boosting customer satisfaction scores, Net Promoter Score (NPS), retention rates, and fostering new business growth.

  • Collaborate closely with cross-functional teams, including Marketing, Sales, and Product, to ensure a cohesive strategy that supports customer and revenue growth.


Strategic Planning and Execution:

  • Act as a central figure in crafting and implementing customer experience strategies that are both scalable and impactful, directly contributing to the retention and expansion of our customer base.

  • Utilize Success Plans to effectively capture, articulate, and evolve customer objectives, ensuring a dynamic and responsive customer engagement model.


Data-Driven Decision Making:

  • Establish key performance indicators (KPIs), benchmarks, and metrics to measure and drive excellence in customer experience.

  • Oversee the analysis of customer data and feedback, translating insights into actionable strategies to meet and exceed performance targets and goals.


Stakeholder Engagement and Advisory:

  • Serve as a primary consultant and stakeholder in customer experience initiatives throughout the organization, advising on priority setting, design, and measurement of outcomes.

  • Foster strong relationships with senior executives, acting as a trusted advisor on matters related to customer experience and strategic decision-making.

Your role as Head of Customer Experience is crucial in driving customer-centric initiatives, enhancing customer satisfaction, and ensuring the delivery of a world-class, 360-degree customer experience. Through strategic leadership, collaborative efforts, and a data-driven approach, you will play a central role in shaping the future of customer engagement and contributing to the company's success.

How Do I Know This Is For Me?

  • You’ve been at the helm of customer-facing teams, steering them through the dynamic landscapes of B2B SaaS, mentoring them into high-performing units.

  • Strategy is your forte; you’ve not only crafted customer success strategies but have also seen them through to their execution.

  • Your analytical prowess shines in understanding the intricacies of recurring revenue models, seamlessly translating organizational goals into tangible actions and directions for your team.

  • Communication runs in your veins; with a commanding executive presence, you’re adept at influencing through the art of persuasion, negotiation, and building consensus, both within the team and among external clients.

  • A customer-centric mindset is at your core, equipped with a deep understanding of customer desires and challenges, always placing them at the heart of decision-making.

If the above resonates with you, and you find joy in leading teams through the complexities of delivering outstanding customer experiences in a data-driven, strategic manner, this might just be your calling. Your ability to navigate the challenges of a fast-paced environment, coupled with exceptional stakeholder management skills, positions you as a prime candidate for driving growth and success at CapIntel.

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