Head of Customer Experience Strategy
4 weeks ago
Position Overview: Reporting directly to the Chief Revenue Officer, the Head of Customer Experience Strategy will take charge of formulating and executing plans aimed at enriching the customer journey, minimizing attrition, and elevating overall client satisfaction. This position necessitates close 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 role operates on a hybrid model, combining both in-office and remote work. The ideal candidate should be available to visit our office locations as required.
Core Responsibilities:
- Lead and oversee customer support operations and teams to guarantee an exceptional client experience.
- Collaborate with supervisors, team leaders, and other departments to resolve quality-related challenges and implement effective solutions.
- Design and execute strategies that enhance client satisfaction and loyalty.
- Plan, develop, and assess long-term strategies and objectives.
- Analyze and map the customer journey to pinpoint interaction points and areas for enhancement.
- Develop and implement customer experience strategies to boost key performance indicators such as CSAT and NPS, while reducing customer attrition.
- Drive customer success initiatives to ensure the organization meets its business objectives.
- Evaluate customer feedback and data to formulate actionable improvement plans.
- Utilize technology to refine customer service processes and elevate the client experience.
- Work in conjunction with departments such as Sales, Marketing, and Operations to devise effective customer management strategies.
- Train and guide staff on best practices for customer interactions and service excellence.
- Uphold customer support standards that align with strategic goals.
- Provide coaching, feedback, and mentorship to team leaders.
Required Experience & Qualifications:
- 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 foster organizational growth and innovation.
- Strong leadership capabilities, with a successful track record of cultivating high-performing teams.
- Adaptable and innovative, prepared to tackle new challenges with a progressive 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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