Customer Experience Director to join our team and deliver capabilities and solutions across these key areas: Customer Success, Customer Support, and Customer Account Management. The CX Director will lead strategy, ideation, and concepts across the customer journey, and will be primarily focused on retention, cross-sell and upsell. In this role, you will be drive forward CX initiatives - performing customer impact and customer data analysis’, ensure cross-channel and cross-product alignment, and identify opportunities to improve the experience – all through the customer lens; driving customer outcomes with a heightened focus on retention.
Primary Responsibilities
Set the vision and strategic plan for the department that will increase product participation, reduce churn, and drive growth through retention and upselling
Define and optimize customer lifecycle processes
Ensure that the CX team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
Enable a two-way stream with customer facing teams to derive meaningful insights for improvement; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy
Clarify ownership for each part of the customer experience journey within the team
Encourage problem solving, strategic thinking, and customer-orientation amongst the team
Measure and track delivery ROI on identified transformation opportunities for CX along with driving continuous process improvement culture across customer experience
Improve and differentiate the customer experience while considering the impact on operations
Develop strategies to improve customer loyalty by improving customer satisfaction or reducing churn rates
Skills and Experience Needed
Bachelor’s Degree and/or equivalent experience; with a minimum of 10 years’ experience designing and/or developing customer experience
Proven experience and track record of developing and scaling CX operations
Superior communication, leadership, and presentation skills
Ability to interpret and leverage data insights to constantly enhance customer experience
Ability to influence key stakeholders and build consensus
Ability to develop strong working relationships within the team and at all levels
Ability to develop, train, and build a high-performing CX team that efficiently aligns with the customer experience strategy
Ability to make decisions and problem solve while under pressure
Experience with CRM, ERP, and Salesforce systems
