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Customer Experience Director
2 months ago
About the Role
We are seeking a highly skilled and experienced Customer Experience Director to join our team at Verb Energy. As a key member of our leadership team, you will be responsible for developing and executing top-tier customer experience strategies to drive customer retention and increase Customer Lifetime Revenue.
Key Responsibilities
- Ensure quality of customer experience efficiently at scale by effectively staffing and resourcing our customer support team to manage volume and deliver timely customer service.
- Facilitate and drive growth by increasing customer LTR through understanding retention marketing and collaborating with the Growth & Brand teams to leverage tech capabilities and effective customer segmentation.
- Infuse customer experience with delight to drive customer NPS by enhancing Verb's messaging to align with the team's strategy and goals, improving each customer touchpoint in collaboration with the Growth & Brand teams, and creating memorable moments for each customer.
- Leverage customer support capabilities to track data and customer feedback across all business functions that impact our customers.
- Collaborate effectively across the team by serving as a strong senior leader and working cross-functionally with other leaders to address Verb's most important strategic goals.
- Build, manage & lead CX team with equity and integrity toward improved outcomes, enhanced organizational processes, personnel growth, and team fulfillment.
Requirements
- 6+ years experience within Customer Experience, 3+ years experience leading a team.
- Exceptional leadership skills with the ability to inspire people to believe in your vision.
- Strong understanding of data & analytics and ability to use data to create actionable insights.
- Results-orientated, data-driven operator with the ability to work at both the strategic high-level and dive into the weeds to ensure tactical excellence.
- Diversity, equity, inclusion, and belonging are deeply aligned with your values and you can build a team that prioritizes diversity, equity, inclusion, and belonging across their work, their partners, the way they collaborate, and in the brand, they bring to the world.
Why Verb Energy
We are passionate about building a team that reflects the diversity of our community and value a workplace environment where our differences are celebrated. Women, people of color, LGBTQ+ and any members of marginalized communities are strongly encouraged to apply.
