Director, Customer Experience Leader
5 days ago
Job Summary
We are seeking a highly experienced and skilled Director, Customer Experience to lead our sales and customer service team at Global Industrial. 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, focusing on delivering exceptional customer experiences and driving business growth.
• Collaborate with the Customer Experience Process Improvement team to identify and implement process changes that drive positive results for customers.
• Partner with Marketing to integrate the Customer Experience team with marketing efforts, improving customer engagement and driving retention.
Team Development
• Provide strong leadership and create a positive work environment that fosters growth and development among team members.
• Coach, motivate, and inspire the team to achieve and exceed key performance indicators (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.
Product Knowledge
• Develop a deep understanding of Global Industrial's industry and products, as well as the company's market strategy, competitive landscape, and unique value proposition.
Competencies and Skills
• At least ten years of documented call center experience leading sales and/or customer service teams.
• Proven success in achieving and exceeding KPIs, with a strong track record of coaching and talent development in a call center sales and service environment.
• Excellent oral and written communication, presentation, and negotiation skills, with the ability to work across organizational teams and functions to drive results and customer satisfaction.
EEO/AA Statement
Global Industrial is an equal employment opportunity employer 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.
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