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Head of Customer Success and Innovation

2 months ago

Old Toronto, Ontario, Canada Hootsuite Full time
About the Role

We are seeking a visionary leader to drive our customer experience and strategic initiatives, ensuring that our customer-centric approach remains a key differentiator in the market.

Key Responsibilities
  • Develop and Execute a Comprehensive Customer Experience Roadmap: Create and implement a strategic plan to enhance customer satisfaction, retention, and business growth.
  • Lead and Transform Customer Experience Functions: Oversee the development and implementation of innovative strategies to drive customer success and satisfaction.
  • Build and Lead a High-Performing Team: Hire, mentor, and inspire a team of customer-facing and operational professionals to achieve excellence in customer experience.
  • Analyze Customer Needs and Deliver Data-Driven Insights: Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes.
  • Collaborate with Executives and Leaders: Partner with senior executives and functional leaders to craft and execute winning go-to-market strategies.
  • Drive Process Improvement and Operational Efficiency: Identify and implement process improvements to enhance the overall customer experience.
Requirements
  • Advanced Experience in Customer Experience and Strategy: Proven track record of driving growth and value in startups and scale-ups.
  • Global Leadership Experience: Proven ability to lead global teams and manage diverse stakeholders.
  • Strategic Planning and Program Management: Expertise in developing and executing comprehensive customer experience and strategy roadmaps.
  • Data Analytics and Forecasting: Strong data analytics and forecasting capabilities to drive data-driven decision-making.
  • Customer Focus and Inclusive Leadership: Demonstrated ability to foster a customer-centric culture and lead inclusive teams.