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Head of Customer Engagement

2 months ago

Tampa, Florida, United States FloodGate Medical Inc Full time

Position Overview

The Head of Customer Engagement is tasked with enhancing and nurturing customer interactions during pivotal moments through a combination of technology and personnel. This role involves scrutinizing data and insights, including the customer journey map and service blueprint, to formulate a strategy that ensures FloodGate Medical Inc. achieves essential customer-centric business goals aimed at fostering enduring relationships and robust brand equity.

Key Responsibilities

  • Lead initiatives across customer service, medical communications, and client support teams to ensure seamless interactions that instill confidence in our clientele.
  • Collaborate with leadership to utilize Salesforce and other analytical tools to craft a personalized, efficient, and effective customer experience strategy across all communication platforms.
  • Deliver a strategic customer experience plan that builds trust with our customers while ensuring efficient service delivery and consistent communication.
  • Architect and oversee the implementation of a customer-centric communication strategy, guiding the customer service and medical funding communications teams.
  • Establish daily, weekly, and monthly KPIs to monitor performance and ensure accountability among all customer-facing personnel.
  • Design a comprehensive dashboard within Salesforce to track and report on the effectiveness of the customer experience initiatives.
  • Identify and leverage opportunities to integrate communication channels, personalizing the customer experience in the healthcare sector.
  • Drive the development of a strong work ethic, culture, and values within the customer response team.
  • Ensure executive management commitment to FloodGate Medical Inc.'s guiding principles, fostering alignment among all stakeholders.
  • Develop and execute a plan to assess customer satisfaction with medical funding services.
  • Perform additional duties as assigned.

Qualifications
  • Bachelor's degree in business administration, marketing, or a related discipline; MBA preferred.
  • A minimum of 10 years of relevant experience, including several years in leadership roles within customer experience.
  • Proven ability to lead teams and manage cross-functional collaborations.
  • Experience in creating visually appealing and strategic PowerPoint presentations.
  • Expertise in customer journey mapping and service blueprint design.
  • Background in overseeing projects that involve integrated measurement with both internal and external stakeholders.
  • Proficient in utilizing analytics for cross-channel optimization and actionable insights.
  • Familiarity with cloud marketing and CRM platforms.
  • Exceptional interpersonal, presentation, and communication skills.

Compensation and Benefits
  • Base salary range: $175,000 - $190,000, plus eligibility for an annual bonus of $20,000 - $30,000 based on individual and company performance.
  • Eligibility for Employee Stock Ownership Plan (ESOP) after 90 days of employment, with annual share allocation based on compensation.
  • Executive childcare benefit of $288 per pay period (up to $7,488 annually) for eligible childcare expenses, in addition to a dependent care FSA.
  • Telecom reimbursements of $150 per pay period (up to $3,900 annually) for mobile phone expenses and up to $50 (up to $1,300 annually) for internet reimbursement.