CX / NPS Leader, Senior Director

5 hours ago

Atlanta, United States Salesforce Full time
Job DescriptionTo get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are seeking a Customer Experience (CX) / Net Promoter Score (NPS) leader to mature and expand current CSX measurement and action efforts, partnering across Salesforce and building a team. If this sounds like you we encourage you to apply

Key Responsibilities

  • Expand the current use of NPS by developing a more cohesive Net Promoter System, including scoping/facilitation of resulting improvement initiatives
  • Develop and maintain an integrated Net Promoter System vision in alignment with enterprise stakeholders and goals
  • Lead the establishment of enterprise feedback mechanisms to elevate and address customer issues effectively
  • Liaise with Function CX leads (e.g., Product, Sales, Marketing) to align on priorities
  • Develop Enterprise Net Promoter System best practices and serve as the Center of Excellence for CX initiatives
  • Interface with cross-functional teams to identify pain points, root causes, solutions, and develop business cases for initiatives
  • Track and monitor the measurements of the impact of CX initiatives to ensure effectiveness
  • Define and facilitate customer advocacy steering committee cadence
  • Define, scale, and maintain the enterprise measurement architecture across enterprise-level Net Promoter Score (NPS) surveys, including competitive, relationship, and journey surveys, and manage relationships with external vendors
  • Work with third-party vendors to determine the technology required for CX tracking and analytics
  • Build a repeatable model for assessing competitor and industry best practices and disseminate throughout the organization
  • Coordinate across functions that support analytics to drive CX decision-making and determine whether there are additional data sources that should be added
  • Deliver enterprise insights to internal stakeholders to inform decision-making processes

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $210,400 to $320,800.

For Washington-based roles, the base salary hiring range for this position is $192,800 to $294,100.

For California-based roles, the base salary hiring range for this position is $210,400 to $320,800.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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