Senior Director, Customer Experience - Remote

Overview

The Senior Director, Customer Experience will oversee the strategic operations of data entry, customer service, rental, and procurement teams, ensuring a customer-first experience.

In Short

• Oversee customer experience strategy aligned with business goals.
• Manage customer journey mapping and service improvement opportunities.
• Analyze data for informed decision-making.
• Collaborate with teams for seamless customer experiences.
• Define and track customer experience metrics and KPIs.
• Foster a customer-first culture through training and recognition.
• Evaluate and implement technologies to enhance service delivery.
• Advocate for customers internally, managing escalations.
• Focus on growth, innovation, and customer success.
• Other duties as assigned.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field; Master's preferred.
• 5+ years of experience in customer experience management.
• Strong understanding of customer experience principles.
• Excellent analytical skills for interpreting customer data.
• Strong communication and interpersonal skills.
• Ability to lead cross-functional teams.
• Experience with CRM and customer experience management tools.
• Strong project management skills.
• A passion for delivering exceptional customer experiences.
• Experience in material handling equipment is a plus.
• Travel up to 15%.

Benefits

• Competitive pay plus incentive opportunities.
• Full benefits package starting day one.
• 8 paid holidays.
• Generous paid time off policy.
• Training and mentoring from industry experts.