Head of Customer Loyalty

3 weeks ago

New York, New York, United States material bank Full time

**Job Description**

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We are seeking a highly skilled Senior Manager, Customer Experience to lead our customer-facing teams and ensure an exceptional customer experience.

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The ideal candidate will have a strong background in customer success and service management, with a passion for building and leading high-performing teams, improving processes, deciding through data, and driving customer loyalty.

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**Key Responsibilities:**

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  1. Lead and manage the Customer Success and Service teams, ensuring excellent service delivery and alignment with business objectives.
  2. Develop and implement customer success strategies to improve customer communication, satisfaction, and engagement.
  3. Monitor key customer success metrics, including customer vetting effectiveness, support resolution time, Net Promoter Score (NPS), customer lifetime value, and customer health scores.
  4. Oversee the customer registration, customer vetting, onboarding, training, and support processes, ensuring a seamless experience from the first interaction.
  5. Collaborate with cross-functional teams (sales, product, marketing, and site operations) to ensure the voice of the customer is represented in decision-making and product development.
  6. Act as a customer advocate, providing feedback to internal teams on product improvements and service enhancements.
  7. Drive continuous improvement initiatives across the customer success and service functions, optimizing workflows, tools, and processes.
  8. Coach, mentor, and develop the customer success and service team, fostering a culture of excellence, collaboration, and accountability.
  9. Escalate and resolve complex customer issues as necessary, ensuring timely and satisfactory outcomes.
  10. Identify opportunities to drive engagement through products and services to existing customers in collaboration with the marketing team.
  11. Prepare and present reports on customer success performance, including insights on trends, risks, and opportunities, to senior leadership.
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**Requirements:**

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  • Bachelor's degree in Business, Customer Service, or related field (or equivalent experience).
  • 6+ years of experience in customer success, customer service, or account management, with at least 2 years in a leadership role.
  • Proven experience in managing and scaling customer success and support teams.
  • Strong knowledge of customer success platforms (e.g., Gainsight, Salesforce, Intercom) and analytics tools.
  • Excellent leadership and team-building skills, with a track record of developing high-performing teams.
  • Analytical mindset with the ability to translate data into actionable insights and strategies.
  • Exceptional communication and interpersonal skills, with the ability to influence internal and external stakeholders at all levels.
  • Strong understanding of customer success best practices and methodologies, including customer journey mapping and health scoring.
  • Experience in managing complex customer accounts, particularly in a B2B environment.
  • Knowledge of account expansion and revenue growth strategies.
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**What We Offer:**

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  • Our people: If you thrive in an inclusive, innovative, and fast-paced organization, look no further. You will get to work alongside some of the brightest minds and join a genuinely fun and supportive workplace where we keep our employees consistently engaged through internal communication and corporate events.
  • Relaxation and Celebrations: Generous PTO, Sick Days, Paid National Holidays, and even more.
  • Health Benefits: We contribute to your medical, dental, vision, and short-term/long-term disability plans and have a strong employee assistance program.
  • Plan for your Retirement: 401(k) eligible after your first 90 days employed.
  • Giving Back: We sponsor multiple events throughout the year to help out our communities. You will receive time off to give back as well.
  • Growth: We'll help you take your career to the next level. We want you to be creative and take initiative which will allow you to grow and create within the company. Most importantly, be the best at what matters.
  • Flexible Work Schedules: With business units and employees across the globe, Material Bank has embraced a hybrid working model allowing department leaders to decide on the best approach for their respective teams, whether that be remote, in person, or a little of both.
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**About Material Bank**

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Material Bank is the world's largest material marketplace for the architecture and design industry, providing the fastest and most powerful way to search and sample materials. Material Bank connects design professionals to hundreds of manufacturers through facilitating brand discovery, rep engagement, and material sampling.

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We have transformed the way an entire industry discovers and samples materials. By removing the friction that exists in the process, we drive business between architects and designers (members) and our Brand Partners (clients). Our powerful material database and proprietary robotic distribution facility allow members to order samples until midnight (ET) to be delivered free of charge anywhere in the US, in one box, by 10:30 AM the next morning.

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Estimated Salary: $120,000 - $180,000 per annum.

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