Director, Customer Experience
1 month ago
Position Overview: The Director, Customer Experience will play a pivotal role in defining and executing our customer experience strategy across all service channels. This leader will ensure that our customers receive seamless, high-quality service from initial inquiry to ongoing support, enhancing satisfaction and loyalty.
Key Responsibilities:
- Strategic Leadership: Develop and implement a customer experience strategy tailored to the unique needs of our residential services customers, ensuring alignment with company goals.
- Customer Journey Optimization: Map and analyze the customer journey to identify pain points and opportunities for improvement across all touchpoints, including digital platforms and in-home services.
- Team Development: Lead, mentor, and grow the customer experience team, fostering a culture of empowerment, accountability, and continuous improvement.
- Data-Driven Insights: Leverage customer feedback, surveys, and data analytics to gain insights into customer needs and preferences, driving informed decision-making.
- Cross-Functional Collaboration: Partner with Operations, Marketing, Sales, and Technology teams to ensure a cohesive and integrated customer experience across all service offerings.
- Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and ensuring that their feedback drives business initiatives.
- Performance Measurement: Establish and monitor KPIs related to customer satisfaction, retention, and engagement to assess the effectiveness of customer experience initiatives.
- Innovation: Stay abreast of industry trends and best practices, integrating innovative solutions to enhance the overall customer experience.
Qualifications:
- Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
- 10+ years of experience in customer experience, customer service, or related fields, with a proven track record in leadership roles, ideally within the residential services sector.
- Strong analytical skills with a demonstrated ability to use data to drive decision-making and strategy.
- Exceptional communication and interpersonal skills, with a passion for customer advocacy and service excellence.
- Experience with customer experience technologies, including CRM systems and feedback tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing customer needs.
- Competitive salary and performance-based bonuses
- Comprehensive benefits package, including health, dental, and retirement plans
- Opportunities for professional development and career advancement
- A collaborative, innovative work culture focused on service excellence
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