Customer Experience Director

6 days ago


Portland, Oregon, United States Snow Peak Inc Full time
About the Role

Snow Peak Inc is seeking a highly skilled and experienced Customer Experience Director to join our team. As a key member of our leadership team, you will be responsible for directing the Customer Experience (CX) and Dealer Experience (DX) Departments, including the team, tools, systems, processes, and accounts.

Key Responsibilities:

  • Direct the Customer Experience (CX) and Dealer Experience (DX) Departments, including the team, tools, systems, processes, and accounts.
  • Develop and implement strategic objectives that fulfill the mission and goals of the department efficiently and effectively in collaboration with leadership team.
  • Evaluate, improve, and report the efficiency of business processes and procedures to enhance profitability and qualitative results.
  • Engage in effective feedback systems to monitor and communicate operational and strategic alignment with interdepartmental objectives.
  • Collaborate with Human Resources to recruit, select, and hire new members for the CX/DX team.
  • Enable employees to meet Snow Peaks expectations for goal accomplishment by overseeing onboarding, training, and continuous improvement.
  • Monitor employee work schedules including assignments, training, paid time off, and overtime.
  • Develop employee career pathing by coaching, mentoring, and providing effective performance feedback; inspire a culture of learning and development.
  • Communicate transparently and resolve conflicts to foster a successful team that encourages the appreciation of diverse perspectives as well as cohesiveness.

Requirements:

  • Bachelor's degree
  • 7 years of experience
  • Working knowledge of email automation workflows (or marketing automation) and CRM or customer database tools
  • Proficient understanding of Microsoft Office Suite or related software
  • Proficient knowledge of compliance related laws and regulations
  • Proficient understanding of project management fundamentals
  • Advanced writing and documentation experience with demonstrated success in strategic messaging
  • Advanced expertise in excel and analytical analysis and reporting
  • Expert sales, customer service, and negotiation skills
  • Expert understanding of the financial and business acumen to drive profitability
  • Ability to act with integrity, professionalism, and confidentiality
  • Proficient in developing presentations and experience with public speaking
  • Excellent leadership and management skills with ability to motivate
  • Excellent interpersonal, negotiation, and conflict resolution skills
  • Superior time management skills with a proven ability to efficiently manage multiple, concurrent, time-sensitive projects and priorities
  • Superior problem-solving abilities to meet ambiguous and multicultural needs
  • Extremely organized with meticulous attention to detail

Preferred Qualifications:

  • Experience with Japanese language and culture
  • Experience in the outdoor, retail, or apparel industries


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