Full time
Position Overview:
We are seeking a visionaryHead of Customer Experienceto lead our efforts in delivering exceptional customer satisfaction and loyalty. This role will drive the customer-centric strategy across the organization, ensuring that every interaction enhances the customer journey and fosters long-term relationships.
Key Responsibilities:
Develop and implement a comprehensive customer experience strategy aligned with company objectives.
Champion a customer-first culture across the organization.
Analyze customer journeys to identify pain points and areas for improvement.
Work cross-functionally to design and implement solutions that enhance the customer experience.
Define and monitor key performance indicators (KPIs) for customer satisfaction and loyalty.
Leverage customer feedback and data analytics to inform decision-making and strategy adjustments.
Build and lead a customer experience team to drive initiatives and ensure consistent service delivery.
Provide coaching and development opportunities for team members.
Partner with internal teams (e.g., Sales, Marketing, Product) to align on customer needs and deliver a unified experience.
Represent the voice of the customer in executive meetings and strategic planning.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
5+ years of experience in customer experience or related roles, with 3+ years in a leadership capacity.
Expertise in journey mapping, customer feedback systems, and CX metrics.
Strong analytical, problem-solving, and interpersonal skills.
Proficiency in CRM tools and customer experience platforms.
Personal Attributes:
Strategic thinker with a customer-focused mindset.
Passionate about creating meaningful and memorable experiences.
Skilled in managing change and driving innovation.
Additional Information:
Competitive salary and benefits package.
International work environment with a flat organizational structure.
Opportunity to lead and shape a key function within a fast-growing company.
Casual work attire and a collaborative team culture.#J-18808-Ljbffr