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Customer Experience Director
2 months ago
We are seeking a highly experienced and skilled Customer Experience Director to join our team at Global Industrial. As a key member of our leadership team, you will be responsible for developing and implementing strategies to drive sales and customer service excellence across our organization.
Key Responsibilities
* Develop and maintain an industry-leading sales and customer service call center team
* Partner closely with the Customer Experience Process Improvement team to guide improvements and prioritize process changes that will drive the most impactful positive results for the customer
* Integrate the Customer Experience team more fully with Marketing efforts to improve customer engagements and drive increased retention
Team Development
* Provide strong leadership through a positive work environment
* Coach, motivate, and inspire the team to achieve and exceed KPI
* Develop performance objectives with the management team clearly articulating responsibilities and expectations of the 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 an agreed set of objectives by 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
* Understanding of 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 KPI
* Proven experience with coaching, talent development in a call center sales and service environment
* Disciplined self-starter, strong work ethic, strong organizational and time management skills
* Ability to organize, prioritize, work in a fast-paced environment, attention to detail, handle multiple tasks, and work under time constraints is required
* Excellent oral and written communication, presentation, and negotiation skills are required
* Proficient in Microsoft Office Suite
* Working across organizational teams and functions to drive results and customer satisfaction
* Developing/managing internal and external stakeholder relationships
* Extensive knowledge of distribution channels and nuances – logistics, terms & conditions, and marketing
* Providing guidance, leadership, coaching, and capability building to direct reports
EEO/AA Statement
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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
