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Director, Customer Experience Leader

2 months ago

Richmond Hill, Ontario, Canada Global Industrial Full time

Job Summary

We are seeking a highly experienced and skilled Director, Customer Experience to lead our sales and customer service team at Global Industrial. As a key member of our leadership team, you will be responsible for developing and implementing strategies to drive customer satisfaction and loyalty.

Key Responsibilities

• Develop and maintain an industry-leading sales and customer service call center team, focusing on delivering exceptional customer experiences and driving business growth.

• Collaborate with the Customer Experience Process Improvement team to identify and implement process changes that drive positive results for customers.

• Partner with Marketing to integrate the Customer Experience team with marketing efforts, improving customer engagement and retention.

Team Development

• Provide strong leadership and create a positive work environment that fosters growth and development among team members.

• Coach, motivate, and inspire the team to achieve and exceed key performance indicators (KPIs).

• Develop performance objectives and promote professional development among managers, leads, and agents.

Performance Management

• Set clear goals and expectations for team members, providing timely performance feedback and coaching as needed.

• Manage individual subordinates' performance, ensuring shared accountability on quality, quantity, and timeliness standards.

Product Knowledge

• Develop a deep understanding of Global Industrial's industry and products, as well as the company's market strategy, competitive landscape, and unique value proposition.

Competencies and Skills

• At least ten years of documented call center experience leading sales and/or customer service teams.

• Proven success in achieving and exceeding KPIs, with a strong track record of coaching and talent development.

• Excellent oral and written communication, presentation, and negotiation skills.

• Proficient in Microsoft Office Suite and able to work in a fast-paced environment.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.