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Customer Experience Director

2 months ago

Richmond Hill, Ontario, Canada Global Industrial Full time
Job Title: Customer Experience Director

Global Industrial is seeking a highly experienced Customer Experience Director to lead our sales and customer service teams. 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.
  • Partner with the Customer Experience Process Improvement team to guide improvements and prioritize process changes that drive positive results for customers.
  • Integrate the Customer Experience team with Marketing efforts to improve customer engagement and drive increased retention.
Team Development:
  • Provide strong leadership through a positive work environment.
  • Coach, motivate, and inspire the team to achieve and exceed KPIs.
  • Develop performance objectives with the management team, clearly articulating responsibilities and expectations of sales and customer service representatives.
Performance Management:
  • Set clear goals that provide team members with actionable business performance standards and expectations.
  • Manage individual subordinates' performance based on agreed-upon objectives, providing timely performance feedback and coaching as necessary.
  • Partner with managers and leads to ensure shared accountability on all quality, quantity, and timeliness standards.
Product Knowledge:
  • Understand Global Industrial's industry and products.
  • Knowledgeable of GEC's market strategy, competitive landscape, unique value proposition, and how we compete and win in the market.
  • Keep current with competitor activities and industry changes that affect product sales information.
Competencies and Skills:
  • At least ten years of documented call center experience leading sales and/or customer service.
  • Experience in related markets preferred.
  • Demonstrated success in achieving and exceeding KPIs.
  • Proven experience with coaching, talent development in a call center sales and service environment.

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits 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.