Customer Experience Director
2 weeks ago
We are seeking a seasoned and results-driven Director of Customer Experience to spearhead our customer service initiatives and deliver an exceptional customer experience across all business channels. This pivotal role involves developing and implementing strategies to enhance customer satisfaction, optimize operational efficiency, and foster a customer-centric culture throughout the organization.
Key Responsibilities:- Team Leadership & Management: Develop and execute a customer service strategy that aligns with the company's objectives and growth goals. Mentor and guide customer service teams to ensure high performance and professional development. Establish clear goals and KPIs for the customer service team, regularly monitoring and reviewing performance.
- Operations Management: Monitor daily customer service operations to ensure high levels of productivity, accuracy, and service quality. Design and implement systems and processes that optimize workflow, reduce response times, and improve overall service delivery. Establish and maintain standards for customer service, documenting operating procedures (SOPs) for consistency and efficiency across all service channels.
- Performance Management: Collaborate with business units to define and track key performance indicators (KPIs) to measure service levels, customer satisfaction (NPS, CSAT), and team performance. Conduct regular analysis of performance data to identify trends, areas for improvement, and process enhancements. Implement tools and technology to streamline internal processes and improve customer experience.
- Customer Experience Enhancement: Work cross-functionally with other departments to address customer needs and enhance the overall customer experience. Develop and maintain customer service standards to ensure consistent, positive interactions. Identify areas for process improvements and lead initiatives to increase customer satisfaction. Monitor and assess customer feedback to continuously improve service quality.
- Education: Bachelor's degree required.
- Experience: 5+ years of experience in a customer service management role. Experience with Zendesk (administration and reporting). Proven track record of improving customer service processes and driving customer satisfaction.
- Skills: Strong leadership and people management skills. Excellent communication and collaboration skills. Ability to analyze and interpret data to drive decision-making. Strong organizational and multitasking skills. Proficiency with customer service metrics, KPIs, and reporting.
- Opportunity to shape and have a direct impact on the customer experience. Work with a passionate and talented team. Competitive salary and benefits package.
FSMB offers a hybrid work environment, which includes telework and on-site workdays. Physical presence at the office is an essential job function of this role, which the FSMB deems critical to collaboration, innovation, productivity, employee well-being, and engagement, and enhances the Company culture.
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