Director of Customer Service
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