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.