Position Summary :
You will be responsible for leading the application of innovative thinking to deliver an exceptional customer experience in relation to all (Company’s) products and services, well as identifying new opportunities to better meet / exceed customer’s needs. The Customer Experience Director drives effective interaction across organizational boundaries, including all direct customer-facing departments (Sales, Customer Service, Operations etc.) and other functional teams such as : Engineering, IT, Marketing, Finance, etc.
You must be detail-oriented, deadline-driven, and well versed in technical project management. Experience with progressive digital lead generation and loyalty programs is an advantage to this role. Additional experience in data architecture and project management with an understanding of digital marketing and all channels of acquisition; CRM, SCPQ, SEM / SEO, e-mail, and social are a must.
Duties and Responsibilities :
- Lead team in identifying, prioritizing and executing on product and service innovations and improvements within scope of responsibility
- Steer the team not only in identifying and correcting gaps in the customer experience based upon direct and indirect customer feedback, but also in the creation of the tools, governance and processes to ensure an Elite Customer Experience is provided
- Partner with business teams that deliver products and services to customers, marketing and research staff to understand business strategy and high-level requirements
- Create environment that fosters innovation and collaboration with General Managers, Product Managers, Sales, Operations, Marketing, etc. to create product experience roadmaps and other deliverables
- Drive changes in process & mindset around how we organize work and deliver functionality for customers, maintaining effective processes and eliminating inefficiencies
- Coordinate activities across the development organization as needed to deliver end to- end customer experience
- Support the deliver new products and services on-time and with highest levels of functional quality and customer ease-of-use
Qualifications :
BS or BA degree in engineering, business, marketing, or a quantitative field of study required; advanced degree preferred10 years of experience in similar customer experience, customer service, commercial transformation rolesThe ideal candidate is a seasoned, savvy customer service management executive with deep experience designing, communicating and executing best in class service strategy, preferably in the manufacturing industry or in a SaaS company.Extensive knowledge of principles and processes for providing client service, including client needs assessment, meeting quality standards for services and evaluation of client satisfaction; skills in negotiating and persuading; ability to establish and manage ongoing productive client relationships.An ability to distill abstract business challenges into strategy and execution plans and communicate across diverse stakeholders to arrive at the highest impact answer for customers.Digitally fluent, with knowledge of experience and marketing technology, customer experience journey mapping, etc.Experience working with multi-skilled digital teams (Strategy, Project Specialists, UX Designers, etc.).Strong interpersonal, written, and oral communication skills.Effectively prioritize workload against aggressive timelinesRapidly and effectively adapt to a highly dynamic work environmentLead and develop an effective team of Customer Service Management and Teammates with a track record of driving a highly engaged team.Drive for results by ensuring team meets or exceeds all performance standardsMaintain level of discretion which includes the ability to make judgment calls, the ability to make sound decisions, displaying accountability, demonstrating confidentiality and professionalismSkilled at coaching and developing performance at various levelsDetail oriented along with the ability to multi-taskExcellent analytical and problem-solving skills, especially in a teamwork environment, are desired.Experience working with a diverse portfolio of customers across industries.Key Competencies, Skills, and Experience Requirements :
Strategic Thinking
Visionary Leadership : Ability to set a clear and compelling vision for customer experience that aligns with the organization's overall strategy.Customer-Centric Mindset : Deep understanding of customer needs, preferences, and behaviors to drive customer-focused initiatives.Analytical Skills
Data-Driven Decision Making : Proficiency in analyzing customer data, metrics, and feedback to make informed decisions and measure the impact of ECx initiatives.Problem-Solving : Ability to identify pain points in the customer journey and develop innovative solutions to address them.Communication Skills
Effective Communication : Strong verbal and written communication skills to articulate the ECx vision, strategy, and initiatives to various stakeholders.Storytelling : Ability to convey customer stories and insights in a compelling way to inspire action and drive change.Interpersonal Skills
Empathy : Genuine understanding and concern for customers' experiences and emotions.Collaboration : Ability to work effectively with cross-functional teams, including marketing, sales, product development, and customer service.Leadership and Management
Team Leadership : Experience in leading and developing a team of ECx professionals.Change Management : Ability to drive organizational change and foster a culture of continuous improvement in customer experience.Technical Skills
ECx Tools and Technologies : Familiarity with ECx management platforms, customer relationship management (CRM) systems, and other relevant technologies.Digital Savvy : Understanding of digital channels and technologies that impact customer experience, such as social media, mobile apps, and e-commerce platforms.Project Management
Project Planning and Execution : Ability to manage multiple ECx projects, set priorities, and ensure timely delivery of initiatives.Resource Allocation : Efficiently allocate resources, including budget and personnel, to achieve ECx goals.Customer Insights
Customer Journey Mapping : Proficiency in mapping and analyzing the customer journey to identify opportunities for improvement.Voice of the Customer (VoC) : Experience in gathering and leveraging VoC data to drive ECx initiatives.Business Acumen
ROI Focus : Ability to demonstrate the return on investment (ROI) of ECx initiatives and their impact on business outcomes.Market Awareness : Understanding of industry trends, competitive landscape, and market dynamics that influence customer expectations.Emotional Intelligence
Self-Awareness : Ability to understand one's own emotions and their impact on decision-making and leadership.Relationship Management : Building and maintaining strong relationships with customers, employees, and other stakeholders.
