Director, Customer Experience

2 weeks ago

Laurel, United States DEER MANAGEMENT SYSTEMS LLC Full time

Job Title: Director, Customer Experience Company Overview: At Tactacam, we are a rapidly growing and market-leading outdoor products and technology company. With over 600,000+ active customers worldwide and an expanding product line, we offer exciting opportunities for career growth and personal development. We invest deeply in delivering exceptional customer experiences, crafting moments that drive loyalty, brand connection, and long-term success. Join us at Tactacam, where innovation, adventure, and limitless possibilities await Job Overview: We are seeking a visionary and dynamic Director, Customer Experience (CX) to build and lead a world-class customer experience team from the ground up. In this role, you will blend data-driven insights with creativity to design and implement strategies that enhance the customer journey, foster loyalty, and create emotional connections with our brand. You will own the end-to-end customer experience, developing innovative programs and initiatives that leave a lasting impact. If you're passionate about transforming data into customer delight and loyalty, this is your opportunity to make a significant mark. Key Responsibilities: Lead Data-Driven Retention and Loyalty Strategy: Use analytics and customer insights to develop retention strategies aimed at increasing lifetime value, reducing churn, and supercharging loyalty. Identify and act on trends quickly, ensuring every customer interaction strengthens the relationship with our brand. Master Subscription Growth: Develop and implement strategies to drive significant subscription growth, using scalable and sustainable tactics that create a sense of exclusivity and community. Focus on backend revenue growth through innovative and customer-centered approaches. Deliver Surprise and Delight: Create moments of unexpected joy that make customers feel valued and connected to the brand. Design personalized outreach programs, surprise rewards, and other initiatives that build emotional bonds and long-lasting customer loyalty. Build Best-in-Class CX Programs: Design and launch customer experience programs that elevate every interaction, from onboarding to long-term service. Ensure the customer journey is seamless and omnichannel, balancing cutting-edge self-service solutions with warm, human interactions. Create and Lead Loyalty Programs: Develop personalized and meaningful loyalty programs that go beyond points and perks, making customers feel truly valued. Ensure the loyalty programs are innovative, irresistible, and continuously evolving based on customer feedback and market trends. Own Voice of the Customer and Persona Development: Lead the Voice of the Customer program, ensuring a deep understanding of customer needs and expectations. Develop customer personas and leverage insights from surveys, interviews, and focus groups to refine our strategy and drive action. Dominate Market Insights and Competitor Analysis: Stay ahead of the competition by tracking market trends, analyzing competitors, and identifying new customer segments. Use these insights to ensure our CX strategy is always forward-thinking and continuously improving. Drive Innovation Through Data: Utilize customer data to identify opportunities for improvement, personalization, and growth. Collaborate across teams to ensure insights fuel product development, marketing strategies, and customer service innovations. Foster a Culture of Delight Across the Company: Embed customer delight into the core of company culture. Partner with Customer Service, Marketing, and other departments to ensure every team is aligned in delivering exceptional customer experiences. Manage and Report CX Metrics: Own key CX metrics such as NPS, CSAT, and retention rates. Monitor, optimize, and report on these metrics, providing leadership with actionable insights and real-time feedback for continuous improvement. Lead the Beta Testing Program: Launch and manage an agile beta testing program, gathering real-world feedback on new products and services before market release. Build and Lead a Customer Feedback Lab: Create and manage a Customer Lab to test new ideas, products, and services with customers, ensuring that customer input drives our innovations and developments. What You Bring: 8+ years of customer experience and marketing experience, with at least 5 years in a leadership role. Expertise in subscription models, retention strategies, and using customer insights for growth. A data-driven mindset with a passion for delivering joyful, memorable customer experiences that drive loyalty. Experience leading customer experience and loyalty programs that have demonstrated measurable impact. Proven ability to create seamless, customer-focused journeys and transform insights into actionable strategies. A track record of building, mentoring, and leading high-performing teams. Strong communication skills, with the ability to turn data into stories and translate those stories into business strategies. Comprehensive Benefits Package: Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We’ve got you covered with Disability Insurance and Life Insurance too Location Limitations: Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Massachusetts (MA), New Hampshire (NH), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions. Equal Opportunity Employer: Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist. #J-18808-Ljbffr

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