Director, Customer Experience
Company: Teall Properties Group
Location: Atlanta
Posted on: May 9, 2024
Job Description:
We are seeking a Director, Customer Experience to lead our
customer service and customer success teams. This role involves
creating and implementing strategies to improve customer
satisfaction and ensure a consistent, high-quality customer
journey. Key Responsibilities:
- Customer Experience Strategy: Develop and implement customer
experience strategies to improve customer satisfaction and loyalty.
Monitor key performance indicators (KPIs) and make adjustments as
needed.
- Team Leadership: Lead and mentor the customer service and
customer success teams, ensuring they have the tools and training
to deliver excellent customer experiences.
- Customer Insights: Gather and analyze customer feedback to
identify trends and areas for improvement. Use insights to inform
strategic decisions and drive customer-centric initiatives.
- Cross-Functional Collaboration: Work closely with other
departments, including sales, marketing, and product development,
to ensure a cohesive customer experience across all
touchpoints.
- Customer Relationship Management: Build and maintain strong
relationships with key clients and stakeholders. Address escalated
customer issues and ensure prompt resolution.
- Quality Assurance: Ensure customer interactions meet company
standards and comply with relevant regulations. Implement quality
control processes to maintain a high level of customer
satisfaction.
- Reporting and Analysis: Prepare and present reports on customer
experience metrics to senior management. Use data to drive
continuous improvement. Requirements:
- Education: A bachelor's degree in business administration,
marketing, or a related field is required. A master's degree is a
plus.
- Experience: Proven experience in customer experience, customer
service, or a related field, with at least 5 years in a leadership
role.
- Leadership Skills: Strong leadership and team management
skills. Ability to motivate and inspire a team.
- Communication Skills: Excellent verbal and written
communication skills. Ability to present to senior management and
interact with key clients.
- Problem-Solving: Strong problem-solving skills and the ability
to resolve complex customer issues.
- Customer-Centric Approach: A passion for delivering outstanding
customer experiences and building customer loyalty.
- Organizational Skills: Strong organizational skills with the
ability to manage multiple projects and meet deadlines. Benefits:
- Competitive Compensation: Competitive salary with opportunities
for performance-based bonuses.
- Health and Wellness: Comprehensive health, dental, and vision
insurance plans.
- Retirement Plan: 401(k) or similar retirement savings plan with
company matching.
- Paid Time Off: Generous vacation, personal, and sick
leave.
- Professional Development: Opportunities for career growth and
training.
- Flexible Work Environment: Potential for remote work or
flexible schedules, depending on company policy.
Keywords: Teall Properties Group, Roswell , Director, Customer Experience, Executive , Atlanta, Georgia
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