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Senior Director of Customer Experience and Strategy
2 months 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.
Key Responsibilities- Develop and execute a comprehensive customer experience and strategy roadmap aligned with Hootsuite's vision and objectives, for customers with 1:1 support as well as those in our scaled, 1:many motions.
- Lead, 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.
- Help the company prepare for the next phase of growth by unifying and integrating key functional areas to improve customer retention and expansion.
- Analyze customer needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
- Build informed understanding of how customers interact with Hootsuite's success and support teams, and build out, socialize, and operationalize key customer experience metrics.
- 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 to identify key growth opportunities and recommend risk mitigation strategies.
- Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
- Develop and implement training programs to enhance employee experience and promote a customer-centric approach.
- 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 experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture.
- Expertise in strategic planning, program management, and process improvement.
- Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
- Customer Obsessed: Focus relentlessly on helping our customers succeed.
- Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity.
- Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders.
- Neighbours & Allies: Give back to our communities and be an ally.
