Director of Customer Experience - Oostburg, United States - Viking Masek

Viking Masek

Verified Company

Oostburg, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Summary:

The Director of Customer Experience (CX) is responsible for leading and managing the overall customer experience strategy and ensuring the delivery of exceptional service throughout the organization.

This role will develop and implement initiatives to enhance customer satisfaction, loyalty, and retention, and improve overall customer experience metrics.

The Director of Customer Experience will collaborate with cross-functional teams to create and execute customer-centric strategies that align with company goals and objectives.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred)
Proven experience in a senior customer experience leadership role
Strong understanding of customer experience best practices and strategies
Excellent leadership, communication, and interpersonal skills
Demonstrated ability to develop and implement customer engagement initiatives
Analytical mindset with the ability to leverage data and metrics to drive decisionmaking
Strong project management and organizational skills
Proficiency in customer relationship management (CRM) systems

Responsibilities:

Develop and implement an effective customer experience strategy, aligning it with the company's overall goals and objectives
Lead crossfunctional teams to improve customer experience by identifying pain points, developing and implementing solutions, and driving change
Conduct customer research and analysis to gain insights into customer preferences, needs, and expectations
Create and maintain a customercentric culture throughout the organization, ensuring all employees understand the importance of providing exceptional customer service
Collaborate with marketing and sales teams to ensure consistent messaging and align CX initiatives with brand strategies
Establish key performance indicators (KPIs) and metrics to measure customer experience and monitor progress
Regularly analyze customer feedback and data to identify trends, areas for improvement, and opportunities for innovation
Develop and implement training programs to enhance customer service skills and ensure consistent delivery of exceptional service
Stay informed about industry trends and best practices in customer experience and incorporate them into the company's strategy
Foster strong relationships with key stakeholders and executive leadership to gain support and alignment for customer experience initiatives
Manage and allocate resources effectively to achieve CX objectives
Monitor and report on customer experience performance to executive leadership

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.