Transformational Customer Experience Leader

3 weeks ago


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

About RM Advisory Services

RM Advisory Services is a leading provider of innovative solutions for customer experience optimization.

We are seeking an experienced Transformational Customer Experience Leader to join our team in California, USA. As a key member of our leadership team, you will be responsible for driving strategic initiatives that enhance our customers' experiences and drive business growth.

Salary: $150,000 - $180,000 per year

Job Description

The Director, Customer Engagement will lead cross-functional teams responsible for delivering end-to-end consumer experiences across multiple contact channels (phone, email, chat, etc.). This role requires a strong strategic leader who can drive revenue and profit growth, high levels of customer satisfaction/retention, and service level achievement.

Key responsibilities include:

  • Developing and overseeing department goals, systems, strategies, policies, and procedures to optimize performance and success.
  • Partnering with Operations, Marketing, OBT, Finance/Accounting, Product, and other departments to drive innovation and identify best practices.
  • Leading training, coaching, engagement, retention, and recognition initiatives for teams to support organizational growth.
  • Managing the budget for the Department and controlling costs through process efficiency improvements.

Required Skills and Qualifications

To succeed in this role, you will need:

  • A minimum of 5+ years of professional experience in Sales and Customer Experience Operations leadership.
  • Excellent cross-functional project management skills.
  • Advanced experience with workforce management, Salesforce, and contact center/chat software systems.
  • Strong team leadership and delegation skills, proven ability to manage a diverse workforce of direct reports.
  • Excelled quantitative data analysis and critical thinking skills with the ability to make decisions based on insights and data.

Location

This position is located in California, USA and requires relocation to one of the following states: California, Arizona, Idaho, Washington, Utah, Nevada, Oregon. We offer a competitive salary and benefits package to attract top talent.



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