Director of Customer Experience
- Develop and execute proactive and comprehensive strategies to align with business goals and drive continuous improvement, leveraging data including KPI’s and industry trends
- Oversee order management and fulfillment operations while leading the development and execution of integrated business processes, with a strong emphasis on accurate and proactive demand planning
- Utilize data analytics including customer feedback (surveys, etc.), net promoter scores, order metrics, CRM, and other voice-of-customer techniques to identify areas for enhancement, shorten response times, reduce complexity and improve decision-making for the CX team
- Evaluate the structure and career-pathing of the current team and offer suggestions to optimize talent and support the enterprise going forward.
- Set and drive accountability with regards to clear job responsibilities, employee career development and a coaching/feedback model.
- Collaborate with cross-functional teams, such as Sales, Marketing, IT, and Operations, to improve efficiencies, address customer pain points and drive customer-centric improvements.
- Identify areas of opportunity to implement new or enhanced technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions.
- Cultivate relationships with key customers, strategic partners, and stakeholders to understand their needs, address concerns, maintain strong relationships and adjust accordingly.
- Collaborate with Sales and account management teams to ensure alignment and deliver a seamless customer experience throughout the customer journey.
- Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact customer satisfaction.
- Bachelor’s degree or equivalent experience in Customer Service/Sales; Graduate level degree a plus
- 10+ years of experience in Customer Experience, Customer Service or Inside Sales, preferably in a business-to-business environment
- 4+ years in a position of leadership
- Demonstrated experience applying lean and continuous improvement methodologies to enhance operational efficiency; Six Sigma certification (Green Belt or higher) preferred
- Proven track record of leading successful teams and driving change management
- Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences
- Innate desire to build new relationships and enhance existing ones.
- Skilled user of customer relationship management (CRM) software/tools or other database platforms to support data analysis and gain key insights
- Proficiency in business intelligence (BI) software, such as Power BI, Tableau, or SAP a plus
- Extensive business acumen
- Excellent oral and written communication skills
- Ability to organize, prioritize, delegate, multitask, and work within established deadlines
- Self-motivated with an entrepreneurial spirit
- Ability to travel (5-10%) as needed
- Sign-On Bonus
- Health Insurance
- 401(k) and Employer Contribution
- Paid time off
- Paid Holidays
- Dental Insurance
- Vision Insurance
- Life Insurance
- Voluntary Insurance
- Employee discount program
- Tuition reimbursement
- Employee Assistance Program
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