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Senior Client Experience Executive
2 months ago
Position Summary:
LaserAway, a leading name in aesthetic dermatology with a vast network of clinics across the nation, is on the lookout for a strategic and innovative Senior Director of Client Experience. This crucial position is tasked with shaping and executing the overarching client experience strategy across various interactions to guarantee a remarkable and uniform customer journey. The Senior Director will manage client service operations, spearhead cross-departmental projects aimed at boosting client satisfaction, and introduce creative solutions to surpass client expectations.
Compensation Structure:
LaserAway provides a competitive compensation framework with substantial earning potential through performance-driven bonuses. Your salary will be commensurate with your experience and contributions, with opportunities for advancement and rewards linked to performance. The salary range for this position is between $170,000 and $190,000, depending on skills, experience, and geographical location. This role is remote but will necessitate travel of 35-50%.
Key Responsibilities:
Strategic Direction:
- Formulate and implement a holistic client experience strategy that aligns with LaserAway's brand identity and business goals.
- Lead the Client Service team, cultivating a culture of excellence, innovation, and ongoing enhancement.
Enhancing Client Journey:
- Evaluate client feedback and data to pinpoint challenges and opportunities for improving the client journey.
- Collaborate with marketing, sales, and operations teams to develop and execute initiatives that elevate client satisfaction and loyalty.
Operational Management:
- Oversee client service operations, ensuring streamlined processes and high-quality interactions across all channels (in-person, phone, digital).
- Establish and track key performance indicators (KPIs) to assess the success of client experience initiatives.
Innovation and Technology Integration:
- Identify and deploy advanced technologies and tools to enhance client interactions and service delivery.
- Remain informed about industry trends and best practices to ensure LaserAway stays at the forefront of client experience innovation.
Team Development:
- Guide and nurture the Client Experience team, offering mentorship, training, and support to improve their skills and performance.
- Encourage a collaborative atmosphere that promotes teamwork and the exchange of best practices.
Stakeholder Collaboration:
- Forge strong relationships with internal and external stakeholders to synchronize client experience strategies with business objectives.
- Act as an advocate for the client’s voice, ensuring client feedback is incorporated into decision-making processes.
Qualifications:
- Bachelor's degree in Business, Marketing, or a related discipline; MBA or advanced degree preferred.
- 10+ years of experience in client experience, client service, or related fields, with a minimum of 5 years in a senior leadership role.
- Experience with Loyalty Programs is advantageous.
- Demonstrated success in crafting and executing effective client experience strategies in a multi-location or retail setting.
- Strong analytical abilities with the capacity to interpret data and make informed decisions.
- Exceptional communication, interpersonal, and leadership skills.
- Familiarity with client relationship management (CRM) systems and other client experience technologies.
- A genuine passion for delivering outstanding client experiences and a thorough understanding of client needs and behaviors.
What We Seek:
- Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
- 10+ years in customer experience or customer service, with at least 5 years in senior leadership.
- Proven success in developing and executing customer experience strategies in a multi-location or retail environment.
- Strong analytical, communication, interpersonal, and leadership skills.
- Experience with CRM systems and innovative customer experience technologies.
- A true passion for delivering world-class customer experiences.
Why Join Us?
- Competitive base salary with performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Robust 401(k) plan with company matching.
- Generous paid time off, including holidays and vacation days.
- Significant discounts on LaserAway products and services.
- Opportunities for career growth and personal development.
Ready to Make an Impact?
Lead a team that is transforming the customer experience in the aesthetic dermatology sector.
Disclaimer:
This job description is not exhaustive and may be revised at any time. LaserAway is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
