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
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