Director of Customer Experience

Position Title: Director of Customer Experience

Department: Customer Service

FLSA Status: Exempt

Reports To: VP of Shelter Operations

Supervisory Position: Yes

Date Created: September 2024

Position Summary:

The Director of Customer Experience will be responsible for ensuring that all interactions between the organization and the public are positive, compassionate, and aligned with the organization’s mission. This employee will focus on improving customer service practices, overseeing communications, and enhancing the overall experience for both customers and animals. This employee will also focus on reducing barriers to adoption and providing a more inclusive adoption experience. This employee will oversee the management of customer support, adoptions and the Animal Outfitters retail store.

Essential Job Functions

• Represent NHS in a professional and compassionate manner.
• Develop and implement a customer experience strategy to create positive, seamless interactions for visitors, adopters, and any member of the public seeking services.
• Develop and implement an adopter’s welcome approach to create a positive adoption experience that is inclusive and non-biased.
• Identify key areas for improvement in customer support and communications to align with NHS goals.
• Establish and monitor key performance indicators (KPIs) to measure customer satisfaction and engagement.
• Lead, mentor, and train customer support and adoptions teams to provide excellent service.
• Collaborate with different departments to ensure cohesive service delivery.
• Provide ongoing support to staff on customer-facing issues and ensure policies are followed in a compassionate and professional manner.
• Manage and resolve customer complaints, concerns, or feedback in a timely and empathetic manner.
• Ensure all customer touchpoints maintain a high level of responsiveness and courtesy.
• Collaborate with adoption and animal care teams to provide personalized support to customers.
• Analyze existing customer support and adoptions processes to streamline operations and enhance the customer journey.
• Develop and maintain customer support and adoptions protocols that emphasize transparency, compassion, and the mission of animal welfare.
• Oversee the design and implementation of training materials and guides for the customer support and adoptions team.
• Foster relationships with adopters, volunteers, and the community to improve engagement and support for NHS programs.
• Develop feedback mechanisms for various stakeholders and ensure their input is considered in strategic decisions.
• Oversee the implementation of customer relationship management tools to track interactions and improve communication.
• Ensure that customer feedback is systematically captured and used to inform decision-making processes.
• Stay up-to-date on emerging technologies and trends in customer support and adoptions best practices and integrate relevant innovations into the organization.
• Collaborate with the marketing and communications teams to ensure a consistent and positive public image for NHS.
• Ensure that customer-facing communications are accurate, welcoming, and aligned with NHS brand.
• Prepare regular reports on customer support and adoptions performance and satisfaction levels.
• Under the direction of the Sr. Director of Data and Strategy, use data analysis to identify trends, opportunities, and areas for improvement.
• Present findings and recommendations to senior management.
• Perform all other duties as assigned.

Qualifications

• Bachelor’s Degree in business, marketing, communications, or a related field, preferred.
• Minimum of 5 years of experience in customer experience management, or a similar role.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage and resolve conflict in a compassionate and professional manner.
• Experience with CRM software and customer service technology.
• Passion for animal welfare and commitment to the mission of NHS.
• Proficient in Microsoft Office Suite.
• Experience working in a nonprofit organization.
• Knowledge of animal trends and best practice.
• Strong problem-solving skills and the ability to think strategically.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• The noise level in the office environment is usually quiet, though braking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully preform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, such as a veteran, or any other protected category, in accordance with applicable federal, state, and local laws.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.