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Customer Experience Director
The Customer Experience Director will serve as the lead or supporting consultant on enterprise customer experience transformation assessments and road map engagements. They will champion opportunities to consistently improve the Sunnies experience
Customer Experience Management
Head the development of both online and offline customer experience to deliver exceptional end-to-end customer experience across stages, channels, and touchpoints in the customer journey
Improve profitability of business and ensure customer satisfaction and retention
Guide sales and marketing teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers
Guide different team to align with the larger CX strategy while advocating for changes in ways of working and cross functionally collaborate to implement a change and to deliver integrated solutions
Identify opportunities, pain points and challenges across their customer experience landscape, and creating actionable roadmaps by mapping the customer journey Work closely with customers to understand their objectives, challenges, growth opportunities, customer experience needs through workshops, audits, primary and secondary research Drive customer retention, reduce churn, and increase customer satisfaction
Develop listening points in the customer journey, define segmentation of customer base and varying strategies by gathering feedback, such as surveys, from customers to learn more about their experience with the company
Continually review and evolve the collection of processes Sunnies uses to track, oversee, and organize every interaction between the customer and vivacity throughout the lifecycle Test new strategies for driving customer value and develop groundbreaking initiatives to create a unique customer experience environment for the companys customers Analyze and implement and manage new programs, tools, and resources to better deliver exceptional customer service Figure out ways to increase customer satisfaction and build brand loyalty
People Management
Build and manage a team of customer experience specialists
Coach district managers on strategic and tactical areas
Guide team in effective client issue resolution and handle any escalations
Motivate team members to meet company goals and push for success
Support with talent acquisition, coaching, mentoring, and establishing training programs
Research, Data and Analytics
Collecting feedback from customer facing teams to derive meaningful insights from improvements
Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/funnels
Drive standardization and harmonizing of tools and processes across the region
Generate insights from assessments and research data that translate to actionable strategies and tactics
Conduct research to find out more about customer behavior and preferences
QUALIFICATIONS:
8-10 years consulting in marketing technology, digital transformation, or customer experience strategy
5-7 years of experience working in user experience design, analytics, and web technology practices
Working knowledge of Customer Relationship Management, Digital Asset Management, ecommerce platforms, Google Analytics platform
Track record or effectively recruiting, coaching, and mentoring top selling talent, keep team balance performing
Expert level written and verbal communication skills, including ability to present to executive groups
Self-starter and able to collaborate across a wide span of practice lines
Working experience with digital marketing and front-end customer experience
