Head of Customer and Employee Relations

2 weeks ago

Newport Beach, California, United States The Ladders Full time


Position at The Ladders

About The Ladders
As a leader in the career advancement industry, we are committed to providing our team members with the resources, opportunities, and benefits necessary to foster a successful and fulfilling career.

Benefits We Offer
Our employees enjoy a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan with employer contributions, paid time off, and sick leave, along with discounts on services. We also provide competitive salaries with opportunities for performance-based bonuses.

We Value Excellence
Our mission to empower individuals in their career journeys is achievable only with top-tier talent. If you are a proactive, innovative thinker and a collaborative team player, we invite you to consider this opportunity.

Key Responsibilities:

The Director of Customer and Employee Engagement will oversee all initiatives related to customer service, including the resolution of client concerns. This role will also emphasize enhancing employee engagement activities throughout the organization.
  • Develop and maintain relationships with senior leadership across the organization.
  • Lead customer engagement initiatives, including managing surveys and feedback mechanisms.
  • Oversee customer satisfaction touchpoints to enhance the overall client experience.
  • Collaborate with various departments to ensure a seamless experience for clients.
  • Address customer complaints and escalate issues to the appropriate parties when necessary.
  • Work with the marketing team to design campaigns that promote our services.
  • Assist in creating development plans for team members focused on improving customer service.
  • Implement and manage employee engagement strategies to boost workplace morale.
  • Participate in onboarding and training processes for new hires.
  • Support workshops and events aimed at enhancing customer knowledge and satisfaction.
  • Perform additional duties as assigned.
Qualifications:
  • A bachelor's degree or equivalent experience is required.
  • Over 10 years of experience in the service industry with a focus on customer relations.
  • At least 3 years of experience in driving employee engagement initiatives.
  • Active professional licenses as required.
  • Comprehensive understanding of the customer service lifecycle.
  • Familiarity with current industry trends and regulations.
  • Proficient in relevant software and tools.
  • Strong creative thinking and implementation skills.
  • Excellent public speaking and presentation abilities.
  • Outstanding verbal and written communication skills.
  • Ability to manage multiple tasks in a dynamic environment.
  • Self-driven and adaptable.
Systems Used:
  • Microsoft Office Suite
  • Customer Relationship Management Software
  • Project Management Tools
  • Design Software
Physical Requirements:
  • Ability to lift up to 25 pounds.
  • Mobility to navigate various office settings.
Compensation: The Ladders offers a competitive salary range with performance incentives, along with access to comprehensive benefits including health insurance and retirement plans. #LI-TB1
#LI-remote

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