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Executive Director, Customer Experience and Growth

2 months ago

Québec, Quebec, Canada the Ladders Full time
About the Role

The Vice-President, Customer Experience is a key leadership position responsible for driving the growth and expansion of our Customer Experience (CX) business. This strategic and results-driven role requires a professional with extensive experience in client acquisition, client management, team management, and sales strategy within the CX space.

Key Responsibilities
  • Develop and execute a comprehensive CX growth strategy to drive business expansion and revenue growth.
  • Lead a high-performing team of CX professionals, providing guidance, coaching, and development opportunities to ensure team success.
  • Build and maintain strong relationships with clients, stakeholders, and partners to drive business growth and retention.
  • Collaborate with cross-functional teams to develop and implement sales strategies, marketing campaigns, and product development initiatives.
  • Monitor and analyze key performance indicators (KPIs) to measure CX business performance and identify areas for improvement.
Requirements
  • 10+ years of experience in CX, sales, or a related field, with a proven track record of driving business growth and expansion.
  • Strategic leadership experience, with a strong ability to develop and execute business plans, manage teams, and drive results.
  • Excellent communication, interpersonal, and relationship-building skills, with the ability to build strong relationships with clients, stakeholders, and partners.
  • Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and make informed business decisions.