Senior Director of 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.
Key Responsibilities- Develop and Execute a Comprehensive Customer Experience 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.
- Unify and Integrate Key Functional Areas: 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 Insights: Analyze customer needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
- Build and Operationalize 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.
- Lead Global Initiatives: Lead global initiatives that may include, but are not limited to:
- Customer Advisory Boards
- Customer Community
- Voice of Customer programs
- 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 in order to champion improvements in the customer experience and build stronger alignment across all stakeholder groups.
- Identify Key Growth Opportunities and Recommend Risk Mitigation Strategies: 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.
- Drive Process Improvement and Cost Optimization: Drive process improvement, cost optimization, and operational efficiency to enhance the overall customer experience.
- Utilize Data Analytics and Forecasting: Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes, including Likelihood to Renew score and other customer health tracking measures.
- Lead Organizational Change Initiatives: Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
- Develop and Implement 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 Level of Experience in Customer Experience, 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 Experience in Leading Global Teams: Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture.
- Expertise in Strategic Planning and Program Management: Expertise in strategic planning, program management, and process improvement.
- Strong Data Analytics and Analysis Capabilities: Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
- Customer Focus and Resilience: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs, and can effectively cope with change, finding ways to advance work and projects.
- Inclusive Leadership and Play to Win: Builds inclusive, cohesive teams which apply diversity to achieve common goals, and capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
- Long Range Planning: Determined to succeed, and motivated by the success of customers, colleagues, and the community.
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