Head of Customer Experience Strategy

3 weeks ago

Markham, Ontario, Canada SinaLite Full time

Position Overview: Reporting directly to the Chief Revenue Officer, the Head of Customer Experience Strategy will play a pivotal role in formulating and executing strategies aimed at enhancing the customer journey, minimizing attrition, and elevating overall customer satisfaction. This position requires close collaboration with multiple departments to ensure outstanding service delivery and a seamless, positive experience for our clients at every interaction.

Compensation: The salary range for this position is between $105,000 and $125,000.

Work Arrangement: This role operates on a hybrid model, combining both office and remote work. The ideal candidate should be flexible to visit office locations as necessary.

Key Responsibilities:
  • Lead and oversee customer support operations and teams to guarantee the provision of an exceptional customer experience.
  • Collaborate with supervisors, team leaders, and other departments to tackle quality-related challenges and implement effective solutions.
  • Design and execute strategies that foster customer satisfaction and loyalty.
  • Plan, develop, and assess long-term strategies and objectives.
  • Analyze and map the customer journey to pinpoint touchpoints and areas for enhancement.
  • Develop and implement customer experience strategies aimed at improving key performance indicators such as CSAT and NPS, while reducing customer attrition.
  • Drive customer success outcomes to ensure alignment with the company's business objectives.
  • Evaluate customer feedback and data to formulate actionable improvement plans.
  • Utilize technology to refine customer service processes and enhance the overall customer experience.
  • Work in partnership with Sales, Marketing, and Operations departments to devise effective customer management strategies.
  • Train and support staff on best practices for customer interactions and service excellence.
  • Establish customer support standards that align with strategic goals.
  • Provide coaching, feedback, and mentorship to team leaders.
Qualifications and Experience:
  • A Bachelor's degree in Business, Marketing, Communications, or a related discipline is preferred.
  • A minimum of 10 years of experience in customer support or service management, with at least 5 years in a customer experience or customer success management capacity.
  • A proven history of executing strategic initiatives that drive organizational growth and innovation.
  • Strong leadership capabilities, with a demonstrated ability to develop high-performing teams.
  • Adaptable and innovative, prepared to tackle new challenges with a proactive mindset.
  • In-depth understanding of customer experience metrics and strategies.
  • Exceptional communication and interpersonal skills.
  • Ability to analyze data and extract actionable insights.
  • Experience in collaborating with cross-functional teams.
  • A customer-centric approach with outstanding problem-solving abilities.

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