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Senior Director, Customer Experience and Strategy

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. 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 and Strategy Roadmap: Align with Hootsuite's vision and objectives, for customers with 1:1 support as well as those in our scaled, 1:many motions.
  • Lead and Inspire a Customer-Facing Team: Hire, mentor, and inspire 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.
  • Drive a Customer-Centric Culture: Foster collaboration and engagement at all levels, driving a customer-centric culture across the organization.
  • 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: Drive growth and value for our clients through impactful customer programs.
  • Analyze Customer Needs: Deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
  • Build Customer Experience Metrics: Develop and implement 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: Address customer pain points and improve satisfaction and retention through innovative strategies.
  • Lead Global Initiatives: Collaborate with executives and company leaders to craft and execute winning go-to-market strategies, including Customer Success, Customer Support, and Product, to champion improvements in the customer experience and build stronger alignment across all stakeholder groups.
  • Partner with Functional Leaders: Identify key growth opportunities and recommend risk mitigation strategies.
  • Develop and Present Content: Create impactful content and presentations for various platforms and audiences, including executive and board-level presentations.
  • Identify Trends: Communicate trends early to address challenges and seize opportunities to improve outcomes; regularly present progress and insights to senior leaders, including executive leadership team.
  • Drive Process Improvement: Enhance the overall customer experience through process improvement, cost optimization, and operational efficiency.
  • Utilize Data Analytics: Guide strategic decisions and improve customer outcomes through data analytics and forecasting.
  • Establish and Track KPIs: Measure success and drive continuous improvement through established and tracked KPIs, team goals, and metrics.
  • Lead Organizational Change: Ensure alignment of service delivery and post-sales strategy with customer experience targets through organizational change initiatives.
  • Develop Training Programs: Enhance employee experience and promote a customer-centric approach through training programs.
  • Foster Diversity and Inclusion: Ensure a supportive and equitable work environment through diversity and inclusion initiatives.

Requirements:

  • Advanced Experience: Proven experience in customer experience, success, and strategy, with a strong track record of driving growth and value in startups and scale-ups.
  • Global Team Leadership: Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture.
  • Strategic Planning: Expertise in strategic planning, program management, and process improvement.
  • Data Analytics: Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
  • Education: Bachelor's degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
  • Recognition: 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: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
  • Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. Excellent communication and presentation skills, with the ability to engage and influence senior executives as well as front-line employees.
  • Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
  • Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.
  • 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.

About You:

  • Tenacious: Determined to succeed, motivated by the success of customers, colleagues, and the community.
  • Curious: Always learning and seeking ways to make things better.
  • Conscientious: Keeps promises, takes commitments to others seriously, and has strong integrity.
  • Humble: Leads with humility and empathy, respecting and learning from the perspectives of others.