Director of Customer Experience

Eci Software Solutions - Oklahoma City, OK

Full-time - Senior

Oklahoma City, OK

Professional, Scientific, and Technical Services

About the position

The Director of Customer Experience is responsible for leading the development and implementation of strategies aimed at enhancing customer satisfaction and loyalty. This role involves collaboration with various departments to ensure a seamless customer journey, leveraging data and feedback to drive improvements in customer service and engagement.

Responsibilities

• Lead and oversee the development and implementation of customer experience strategies.
• Manage and analyze customer interactions and data throughout the customer lifecycle to improve service relationships and drive sales growth.
• Work across multiple divisions to ensure customer satisfaction from opportunity to support.
• Collaborate with sales to prevent customer churn and assist in customer growth.
• Develop and implement a comprehensive customer experience strategy aligned with company goals.
• Report strategic ideas and plans to leadership and work with cross-functional teams for deployment and modification.
• Establish and maintain great customer experiences with partners such as wholesalers and payment providers.
• Participate in trade shows to present opportunities and capture leads for sales.
• Collaborate with marketing teams to promote best practices and information to customers and prospects.
• Analyze and map the customer journey to identify areas for improvement.
• Lead, mentor, and develop a team of customer experience professionals.
• Work closely with product development, marketing, sales, and support teams to integrate customer insights into business processes.
• Support the sales team on prospect calls and present new opportunities.
• Utilize customer feedback and data analytics to identify trends and opportunities for enhancing customer experience.
• Establish systems for collecting and acting on customer feedback.
• Develop and monitor KPIs related to customer satisfaction and retention.
• Foster a culture of continuous improvement within the team.
• Serve as the voice of the customer within the organization.

Requirements

• Bachelor's degree in Business, B2B eCommerce, or a related field.
• 7-10 years of experience in customer experience or customer service, with at least 3-5 years in a leadership role.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Proven ability to drive strategic initiatives and deliver results.
• Proficiency in customer experience management tools and software.
• Strong project management skills.

Nice-to-haves

• Experience in ERP software proficiency and database management.
• Ability to work collaboratively across different departments.

Benefits

• Paid time off
• Volunteer time off