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Director of Customer Experience

Red Dynamics

California

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JOB DETAILS
SKILLS
Analysis Skills, Business Support, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Satisfaction, Customer Service Operations, Customer Support/Service, Customer/Client Research, Leadership, Manufacturing, Marketing, Operational Improvement, Operations Processes, Partner Sales, Performance Analysis, Performance Metrics, Post-Sales, Problem Solving Skills, Process Improvement, Sales Operations, Sales Support, Trend Analysis
LOCATION
California
POSTED
23 days ago

Director of Customer Experience

Location: California

Industry: Home Manufacturing


Position Summary

Our client is seeking a Director of Customer Experience to lead the strategy, execution, and continuous improvement of the end-to-end customer journey. This leader will work cross-functionally to enhance customer satisfaction, improve operational processes, and ensure a seamless experience from initial engagement through post-sale support.


Key Responsibilities

  • Develop and execute a customer experience strategy aligned with business objectives.
  • Lead customer service and customer success teams while fostering a customer-first culture.
  • Analyze customer feedback, KPIs, and trends to identify opportunities for improvement.
  • Partner with Sales, Operations, Manufacturing, and Marketing to improve the overall customer journey.
  • Drive initiatives that increase customer satisfaction, retention, and loyalty.
  • Establish and monitor performance metrics, reporting, and service standards.
  • Lead process improvement initiatives to enhance efficiency and the customer experience.


Qualifications

  • Bachelor's degree in Business, Marketing, or a related field.
  • 8+ years of progressive leadership experience in customer experience, customer success, customer service, or operations.
  • Experience in manufacturing, home products, consumer goods, or a related industry preferred.
  • Proven ability to lead cross-functional initiatives and drive organizational change.
  • Strong analytical, communication, and problem-solving skills.
  • Experience using CRM platforms and customer analytics to support business decisions.



About the Company

R

Red Dynamics