Director Customer Experience

2 weeks ago

Pompano Beach, United States Interior Talent Full time

Senior Customer Experience Director | Pompano Beach, FL


This is an excellent opportunity for a detail-oriented and customer-centric Customer Experience Director to join a growing and established family-run company. Bring your experience to learn and grow with an excellent firm.


The Senior Customer Experience Director will play a key role in helping deliver a concierge client experience that the company is known for. The Senior Director of Customer Experience is a dynamic and strategic individual who leads the company’s Customer Experience department. This role will drive operational excellence and ensure a seamless customer journey across all touchpoints. As a Senior Director of Customer Experience, you will bring a strong background in customer service operations, process optimization, and team leadership.


Essential Job Functions

  • Lead the operational aspects of the Customer Experience department, with a focus on optimizing processes and procedures to enhance efficiency and effectiveness.
  • Manage the Customer Experience team, including hiring, training, and development of the team.
  • Set and track key performance indicators (KPIs) to measure customer experience initiatives' success and drive team accountability.
  • Implement and maintain standard operating procedures (SOPs) for the customer journey and regularly review and refine processes to drive continuous improvement.
  • Develop customer-centric strategies to enhance the overall customer journey, from initial outreach to post-sales support.
  • Inspire and motivate a team of customer experience professionals, providing guidance and support to ensure their success in delivering exceptional service.
  • Oversee that all customer escalations are responded to promptly and resolved to the customer’s satisfaction.
  • Strategically analyze customer feedback and data to identify trends and areas for improvement and implement data-driven solutions to address them.
  • Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
  • Stay informed about industry trends and best practices in customer experience management and incorporate relevant insights into strategies.


Qualifications

  • Bachelor’s degree in business administration, operations management, or a related field
  • 5+ years of proven experience in a customer experience leadership role, preferably in a luxury goods or retail industry.
  • Strong understanding of operational processes and best practices in customer experience.
  • Proficiency in data analysis with the ability to interpret metrics and drive performance improvements.
  • Strategic thinker with a track record of developing and implementing successful customer experience strategies.
  • Excellent people management skills with the ability to inspire and motivate a team.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Experience with Microsoft Word and Excel; High knowledge of computer systems and navigation
  • Luxury mindset and customer centricity – knowledge of creating luxury experiences
  • Elevated verbal and written communication skills


Compensation and Benefits

  • Competitive Annual Salary + Bonus Structure + Full Benefits Package
  • Full Benefits Package – Health, Dental, Vision, 401K with company match, PTO, Holidays, flexible scheduling, great work environment, team outings, events and much more.


For immediate review and consideration, contact: Tana Riddell - Tana@InteriorTalent.com

For all active Interior Talent job listings, please visit Jobs.InteriorTalent.com


Why work with Interior Talent?

  • OUR CLIENTS hire us to FIND YOU
  • Exclusively focused on the Architecture and Design industries
  • We work with the DECISION MAKERS – Owners, Principals, Directors, and HR
  • CONFIDENTIALITY & PROFESSIONALISM: We assist with the entire process so that looking into a new opportunity is DISCRETE and CONFIDENTIAL – we highly value your current position and will never do anything that would bring your future into jeopardy
  • EXPERTISE: in the industry since 2003
  • We are your advocate, and WE GET IT – we know making a career decision is difficult, and we’re here for you throughout the whole process

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