Director of Customer Engagement
4 weeks ago
As a key member of the RM Advisory Services LLC leadership team, the Director of Customer Engagement will be responsible for driving strategic initiatives to enhance the customer experience across all contact channels. This includes developing and overseeing department goals, systems, strategies, policies, and procedures to optimize performance and success.
The ideal candidate will possess a strong background in sales and customer experience operations, with a proven track record of delivering results in a consumer-facing role. They will be able to drive strategic change, lead cross-functional project management, and possess excellent quantitative data analysis and critical thinking skills.
The Director will work closely with senior leadership to provide Voice of Customer (VoC) feedback, identify areas for process improvement, and develop solutions to optimize the customer experience.
Key responsibilities will include:
- Developing and overseeing department goals, systems, strategies, policies, and procedures
- Leading cross-functional project management and process improvement initiatives
- Providing Voice of Customer (VoC) feedback and identifying areas for process improvement
- Developing solutions to optimize the customer experience
The successful candidate will be a self-starter with a strong ability to drive strategic change, lead cross-functional project management, and possess excellent quantitative data analysis and critical thinking skills.
Required qualifications include:
- 5+ years of professional experience in sales and customer experience operations leadership
- Excellent cross-functional project management skills
- Advanced experience with workforce management, Salesforce, and contact center/chat software systems
- Strong team leadership and delegation skills
- Excelled quantitative data analysis and critical thinking skills
Preferred qualifications include:
- Familiarity with the health and fitness industry
- Possession of an ACE Certification
Rate of pay: $135k - $175k
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