Director, Customer Experience

2 weeks ago


Atlanta, United States Teall Properties Group Full time

We are seeking a Director, Customer Experience to lead our customer service and customer success teams. This role involves creating and implementing strategies to improve customer satisfaction and ensure a consistent, high-quality customer journey. Key Responsibilities: Customer Experience Strategy:

Develop and implement customer experience strategies to improve customer satisfaction and loyalty. Monitor key performance indicators (KPIs) and make adjustments as needed. Team Leadership:

Lead and mentor the customer service and customer success teams, ensuring they have the tools and training to deliver excellent customer experiences. Customer Insights:

Gather and analyze customer feedback to identify trends and areas for improvement. Use insights to inform strategic decisions and drive customer-centric initiatives. Cross-Functional Collaboration:

Work closely with other departments, including sales, marketing, and product development, to ensure a cohesive customer experience across all touchpoints. Customer Relationship Management:

Build and maintain strong relationships with key clients and stakeholders. Address escalated customer issues and ensure prompt resolution. Quality Assurance:

Ensure customer interactions meet company standards and comply with relevant regulations. Implement quality control processes to maintain a high level of customer satisfaction. Reporting and Analysis:

Prepare and present reports on customer experience metrics to senior management. Use data to drive continuous improvement. Requirements: Education:

A bachelor's degree in business administration, marketing, or a related field is required. A master's degree is a plus. Experience:

Proven experience in customer experience, customer service, or a related field, with at least 5 years in a leadership role. Leadership Skills:

Strong leadership and team management skills. Ability to motivate and inspire a team. Communication Skills:

Excellent verbal and written communication skills. Ability to present to senior management and interact with key clients. Problem-Solving:

Strong problem-solving skills and the ability to resolve complex customer issues. Customer-Centric Approach:

A passion for delivering outstanding customer experiences and building customer loyalty. Organizational Skills:

Strong organizational skills with the ability to manage multiple projects and meet deadlines. Benefits: Competitive Compensation:

Competitive salary with opportunities for performance-based bonuses. Health and Wellness:

Comprehensive health, dental, and vision insurance plans. Retirement Plan:

401(k) or similar retirement savings plan with company matching. Paid Time Off:

Generous vacation, personal, and sick leave. Professional Development:

Opportunities for career growth and training. Flexible Work Environment:

Potential for remote work or flexible schedules, depending on company policy.

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