Director, Customer Experience - Greensboro, United States - SMART IT People

Description

Director, Customer Experience - Greensboro, NC

Director, Customer Experience
Full-time opportunity

SMART IT People has a full-time opportunity for a Director, Customer Experience in Greensboro, NC responsible for driving the development and execution of end-to-end customer experience program.

We are looking for a dynamic leader who can manage the full end-to-end customer experience by working cross functionally within the organization to drive actions and improvements.

Qualifications:
Bachelor Degree in Business, Finance, Engineering or Commercial Fields. Masters degree or MBA is a plus
10+ years in customer facing roles in the commercial vehicle industry preferred
Advanced working knowledge with Microsoft Office (PowerPoint)
Excellent English (spoken/written) and presentation skills

Preferred Experience and Knowledge:
Strong understanding of the commercial vehicle business
Advanced understanding of distribution operations
Strong interpersonal, communication, and consensus-building skills; ability to develop and manage relationships with leadership, stakeholders, and external partners.
Ability to take ownership and initiative, think strategically, and execute tactically.
Ability to plan, prioritize and organize effectively while handling multiple priorities and projects


Job descriptions:
Drive customer experience mapping with understanding of key pain points for different customer segments and personas
Complete view of customer experience and ability to communicate end-to-end view for company and Dealer Network
Develop company-wide goals to improve customer experience
Develop plans and initiatives with top-level executives and department heads that drive improvements in the Customer Experience
Develop and manage end-to-end streamlined customer experience across all departments
Conduct research to understand customer behavior and preferences
Provide Consistent Feedback and Voice of Customer throughout entire organization
Identify problem areas (OEM and Dealer) and find solutions to improve
Develop steps to close gaps on CX and BX
Ongoing internal training for employees for CX and BX
Develop external dealer training on our CX and BX strategies
Motivate team members and dealer management to meet CX and BX goals
Develop internal training for Brand Experience. All new employees to attend BX training at CC and LVO
Monitor key Customer Metrics (Customer retention, Lifetime value, Customer Satisfaction, NPS and additional as needed)

Excellent cross functional leadership skills
A strong understanding of what drives a great customer experience in the commercial vehicle business
Functional expertise in three or more of the following areas:

#J-18808-Ljbffr