Director, Customer Experience

Description

• Determine ways to increase customer satisfaction and build brand loyalty
• Partner with cross- functional teams to ensure that business and customer experience requirements are understood, and appropriate execution and support strategies are implemented
• Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
• Build a streamlined customer experience across all departments
• Partner with stakeholders, in all departments, to better assess and understand what is required to create and maintain a best-in-class experience
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement
• Establish metrics, goals, and reporting to measure impact of Customer Experience initiatives and enable optimization
• Identify internal problem areas and find solutions
• Motivate team members to meet company goals and push for success
• Collect and analyze data to make well-informed business decisions
• Conduct research to find out more about customer behavior and preferences
• Collect, track, and report performance results & measure improvement
• Create company-wide goals for improved customer experience
• Interacts with employees, management, and the public at large
• Partner with stakeholders and business leaders to develop strategies for customer experience
• Create and articulate the business unit vision for Retail Customer Experience, Order Fulfillment, & Warranty, incorporating input from key stakeholders
• Source relevant background materials and information necessary to develop customer care programs
• Gather feedback, such as surveys, from customers to learn more about their experience with the company
• Work with the CX team in helping to resolve escalated customer issues, as needed

Requirements

• Operational effectiveness
• Manual dexterity required to operate telephone, computer, and peripherals.
• Bachelor's degree in relevant area of study (e.g., Human Resources, Business, Communications, Marketing)
• Problem solving
• Strategic thinking
• Demonstrated improved customer experience
• Consistent demonstration of CS Values & Behaviors
• Minimum seven (7) years’ proven experience developing and executing a customer experience strategy with a focus on improved customer satisfaction
• Team KPI achievement: e.g., call response management, delivery of orders by promised date (OnTime in Full – OTIF), accuracy/audit criteria
• Business acumen
• Data-driven mindset
• Customer focus; empathy
• Excellent ability to develop, mentor, & coach
• Travel to various regions required (approximately 25 – 50%)
• Exceptional written, oral, interpersonal, and presentation skills and the ability to effectively interface with senior management and staff
• Effective listening

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance