Director of Customer Service 8/16/2016

Confidential Company Charleston, SC

Company
Confidential Company
Job Classification
Full Time
Company Ref #
28778206
AJE Ref #
575898634
Location
Charleston, SC
Job Type
Regular

JOB DESCRIPTION

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Director of Customer Experience

Our client has been designing and manufacturing decorative home lighting for over 85 years and offers a diverse selection of timeless lighting products. Their products are available through retail stores, lighting showrooms and finer home furnishing stores. They are seeking a Director of Customer Experience located in the southeast.

This position will report to the CEO and will be responsible for creating and owning the customer strategy to maximize customer relationships, retention and provides comprehensive view of the customer.

The candidate chosen will be responsible for driving profitable customer behavior to increase sales from existing customers and convert prospects into customers

Create a customer-centric culture with persistent focus on customer service

Pushes the organization to work together for optimum customer experience delivery

Clarifies a common approach and process for driving work across the organization

Establishes metrics for defining the relationship with the customers

Encourages accountability through cross-company data and metrics

Utilize a set of design principles and redesign customer service to support both the growing segments of the business and the anticipated growth in call volume

Strengthen systems so they all work equally well

Strong in documenting process, procedures and able to train

Expertise in selection and management of a CRM system

Minimum of 10 years in managing a staff of customer service representatives or call center

Experience in consumer goods sold through multiple channels