Director

Summary

Join our client in seeking a Senior Director of Customer Experience to lead their customer engagement and satisfaction efforts. This strategic role involves developing and implementing customer experience initiatives that drive loyalty and enhance the overall customer journey. You will guide a team dedicated to providing outstanding service and ensure that customer feedback informs all aspects of the business. This is an opportunity to make a significant impact on the organization's growth and reputation.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred
• 8+ years of experience in customer experience management, with at least 5 years in a senior leadership role
• Demonstrated success in developing and implementing customer experience strategies that drive results
• Strong analytical skills with experience in customer feedback analysis and data-driven decision-making
• Exceptional leadership and interpersonal skills, with a passion for customer advocacy
• Proven ability to influence organizational change and foster collaboration across diverse teams
• Excellent verbal and written communication skills

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with the company's mission and objectives
• Lead the customer experience team in fostering a culture of excellence and customer-centricity throughout the organization
• Analyze customer feedback and behavior data to identify trends, areas for improvement, and opportunities for innovation
• Collaborate with departments across the organization to integrate customer insights into product development, marketing, and service solutions
• Establish metrics and KPIs to evaluate customer experience initiatives and drive ongoing improvement efforts
• Engage with customers directly to understand their needs and elevate their overall satisfaction
• Provide mentorship and coaching to team members, promoting professional growth and skill development
• Stay informed on industry trends, best practices, and emerging technologies in the customer experience domain

Preferred Qualifications

Familiarity with customer experience software and tools is a plus

Benefits

• Remote Work
• Permanent Position
• 30-Day Paid Leave
• 5-Day Work Week
• A competitive salary, reflective of your experience: $180,000 to $230,000
• Health insurance coverage