Customer Experience Director

4 weeks ago


Richmond Hill, Ontario, Canada Global Industrial Full time

Job Summary

Global Industrial is seeking a seasoned Customer Experience Director to lead our sales and customer service teams. 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
Collaborate with the Customer Experience Process Improvement team to guide improvements and prioritize process changes
Integrate the Customer Experience team with Marketing efforts to improve customer engagement and drive retention

Team Development

Provide strong leadership through a positive work environment
Coach, motivate, and inspire the team to achieve and exceed KPIs
Develop performance objectives with the management team and promote professional development amongst managers, leads, and agents

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 and provide timely performance feedback and coaching as necessary
Maintain and monitor staffing levels and scheduling to manage call/email/chat volume

Product Knowledge

Understand 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 KPIs
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
Excellent oral and written communication, presentation, and negotiation skills
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.



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