VP, Customer Experience

Job Type

Full-time

Description

Skowhegan Savings Bank seeks an individual to join our Marketing team as VP, Customer Experience. This is a full-time, hybrid position based out of our Skowhegan or Portland office.

Position Summary : The VP of Customer Experience is responsible for enhancing the customer experience across all touchpoints at the bank, with a strong emphasis on aligning marketing strategies and brand positioning to support sales performance. This role works closely with sales team leaders and customer-facing teams to refine the customer journey, address areas for improvement, and ensure the delivery of a consistent, customer-centric brand experience. The VP will lead the development of targeted strategies that elevate brand awareness, drive customer satisfaction, and empower the sales team to meet service level expectations while providing exceptional service.

Duties and Responsibilities :

• Lead the development and execution of a customer experience strategy focused on enhancing interactions, in collaboration with the Chief Banking Officer and sales leadership.
• Oversee the Skowhegan Savings Bank brand and manage marketing team, including all aspects of branding, public image, marketing and advertising strategy, external communications, public and industry relations, media relations, campaigns, annual budget, and marketing metrics
• Develop and implement the bank's overall marketing strategy and efforts to enhance Skowhegan Savings Bank's brand image and raise awareness.
• Guide the development of marketing programs that promote products and services, ensuring alignment with the bank's sales targets and customer experience goals.
• Chair the internal customer experience committee, driving the development and implementation of CX strategies and goals.
• Identify customer experience pain points and partner with business line leaders to develop and implement customer experience improvement strategies.
• Create marketing initiatives that not only promote products and services but also reinforce the customer-first approach and drive customer satisfaction.
• Oversee customer experience service level agreements (SLAs) across the organization, ensuring alignment with business goals and proactively addressing gaps or issues to maintain consistent service quality and performance.
• Collaborate with sales team leaders to design and enhance products based on customer feedback and insights, ensuring an improved customer experience and driving customer satisfaction.
• Align the customer experience strategy with broader business goals, focusing on increasing satisfaction and fostering long-term customer loyalty.
• Partner with sales leadership to create a customer-first culture that enhances the customer journey from initial contact through post-sale follow-up.
• Oversee and manage the effective use of the CRM system to ensure sales team accountability, monitor key performance metrics, and enforce sales best practices, while proactively identifying opportunities to enhance the customer experience and drive consistent, high-quality service delivery. Equip the sales team with training, tools, and resources to better understand customer needs and deliver personalized service.
• Other duties as assigned.

Requirements

Education and Experience :

Skills and Abilities :

Working Conditions :