Director of Customer Engagement

4 weeks ago

San Diego, California, United States RM Advisory Services LLC Full time

Job Summary:

Reporting directly to the Chief Operating Officer, the Director of Customer Engagement is responsible for providing strategic leadership to teams responsible for end-to-end consumer experiences, from the start of the sales process through ongoing service interactions across all contact channels.

This position will lead contact center and adjacent teams including Inside Sales and Customer Support to deliver revenue and profit growth, high levels of customer satisfaction/retention, and service level achievement, while supporting the Company's strategic initiatives.

The Director will be focused on building the teams' capabilities and enhancing their processes and systems to strengthen and streamline operations.

Key Responsibilities:

  • Oversee the coordination of inside sales and customer support activities, meeting or exceeding critical KPIs for the department including sales and retention targets, contact center service levels and exam completion rates
  • Develop and oversee the department goals, systems, strategies, policies and procedures to optimize the performance and success of all customer-facing teams
  • Partner with Operations, Marketing, OBT, Finance/Accounting, Product and other departments as needed to drive innovation and identify the best ways to organize customer-facing and adjacent functions for efficiency and improved customer experience
  • Lead training, coaching, engagement, retention, and recognition initiatives for teams to support organizational growth
  • Implement leadership training and performance goals to direct report managers and/or supervisors in order to improve managerial skills and professional goals
  • Advocate as the Customer Experience champion, partnering with senior leadership to provide Voice of Customer (VoC) feedback to optimize and innovate the experience

Requirements:

  • 5+ years of professional experience, ideally in Sales and Customer Experience Operations leadership delivering results in a consumer-facing role
  • Excellent cross-functional project management skills
  • Advanced experience with workforce management, Salesforce and contact center/chat software systems for optimization and capacity planning
  • Strong team leadership and delegation skills, proven ability to manage a diverse workforce of direct reports, managers/supervisors operating across multiple locations in a remote-first working environment
  • Excelled quantitative data analysis and critical thinking skills with the ability to make decisions based on insights and data
  • Strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams, engaging and influencing senior executives

Preferred Qualifications:

  • Familiarity with health and fitness industry; possession of an ACE Certification a plus

Rate of Pay:

$135k - $175k

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