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Customer Experience Director
2 months ago
Position Overview: Reporting directly to the Chief Revenue Officer, the Customer Experience Director 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 collaboration with multiple departments to ensure outstanding service delivery and a consistently positive experience for our clients at every interaction.
Compensation: Salary range is between $105,000 and $125,000.
Work Arrangement: This position offers a hybrid work model, allowing for both in-office and remote work. The ideal candidate should be flexible to attend in-person meetings 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 resolve 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 initiatives to ensure the organization meets its strategic business objectives.
- Evaluate customer feedback and data to formulate actionable improvement plans.
- Utilize technology to streamline customer service processes and enhance the overall customer experience.
- Work in partnership with departments such as Sales, Marketing, and Operations to create effective customer management strategies.
- Provide training and support to staff on best practices for customer interactions and service excellence.
- Establish customer support standards that align with strategic goals.
- Offer coaching, feedback, and mentorship to team leaders.
- 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 promote organizational growth and innovation.
- Strong leadership capabilities, with a successful track record of developing 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 derive actionable insights.
- Experience in collaborating with cross-functional teams.
- A customer-centric approach with outstanding problem-solving abilities.
