Director, Customer Experience

4 weeks ago

Greensboro, United States SMART IT People Full time

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:

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