Executive Director, Customer Experience and Strategy
7 days ago
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. As the Senior Director of Customer Experience and Strategy at Hootsuite, you will be responsible for leading and transforming our customer experience (CX) and strategy functions. You will work closely with senior executives and cross-functional teams to build and implement innovative strategies that drive customer satisfaction, retention, and business growth.
Key Responsibilities- Develop and Execute a Comprehensive CX Roadmap: Create a strategic plan aligned with Hootsuite's vision and objectives, focusing on customers with 1:1 support and those in our scaled, 1:many motions.
- Lead and Inspire a Global Team: Hire, mentor, and motivate a combination of customer-facing and operational roles to achieve excellence in customer experience. Perform full scope of people management practices, including performance management and diversity, equity, and inclusion.
- Foster a Customer-Centric Culture: Drive a customer-centric culture across the organization, promoting collaboration and engagement at all levels.
- Prepare for Growth: Help the company prepare for the next phase of growth by unifying and integrating key functional areas to improve customer retention and expansion.
- Architect and Scale Customer Programs: Develop and implement impactful customer programs to drive growth and value for our clients.
- Analyze Customer Needs: Analyze customer needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
- Build Customer Experience Metrics: Build informed understanding of how customers interact with Hootsuite's success and support teams, and build out, socialize, and operationalize key customer experience metrics.
- Develop Innovative Strategies: Develop and implement innovative strategies to address customer pain points and improve satisfaction and retention.
- Lead Global Initiatives: Lead global initiatives, including customer advisory boards, customer community, voice of customer programs, scaled customer success, and more.
- Craft and Execute Winning Go-to-Market Strategies: Collaborate with executives and company leaders to craft and execute winning go-to-market strategies, including customer success, customer support, and product.
- Identify Key Growth Opportunities: Partner with functional leaders to identify key growth opportunities and recommend risk mitigation strategies.
- Develop and Present Impactful Content: Develop and present impactful content and presentations for various platforms and audiences, including executive and board-level presentations.
- Identify and Communicate Trends: Identify and communicate trends early, enabling our business to address challenges and seize opportunities to improve outcomes.
- Drive Process Improvement: Drive process improvement, cost optimization, and operational efficiency to enhance the overall customer experience.
- Utilize Data Analytics: Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes.
- Establish and Track KPIs: Establish and track KPIs, team goals, and metrics to measure success and drive continuous improvement.
- Lead Organizational Change Initiatives: Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
- Develop Training Programs: Develop and implement training programs to enhance employee experience and promote a customer-centric approach.
- Foster Diversity and Inclusion: Foster diversity and inclusion across teams, ensuring a supportive and equitable work environment.
- Advanced Experience in CX, Success, and Strategy: Advanced level of experience in customer experience, success, and strategy, with a strong track record of driving growth and value in startups and scale-ups.
- Proven Leadership Experience: Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture.
- Strategic Planning and Program Management: Expertise in strategic planning, program management, and process improvement.
- Data Analytics and Forecasting: Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
- Education and Certifications: Education: Bachelor's degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
- Recognition and Leadership: Acknowledged as a top customer strategist and thought leader in the industry.
- Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
- Influence and Communication: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
- Problem Solving and Resilience: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
- Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision.
- Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team.
- Tenacious: You are determined to succeed, and you are motivated by the success of customers, colleagues, and the community.
- Curious: You are always learning and seeking ways to make things better.
- Conscientious: You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble: You lead with humility and empathy, respecting and learning from the perspectives of others.
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