Director, Customer Experience

Company: Teall Properties Group
Location: Atlanta
Posted on: May 9, 2024

Job Description:

We are seeking a Director, Customer Experience to lead our customer service and customer success teams. This role involves creating and implementing strategies to improve customer satisfaction and ensure a consistent, high-quality customer journey. Key Responsibilities:

• Customer Experience Strategy: Develop and implement customer experience strategies to improve customer satisfaction and loyalty. Monitor key performance indicators (KPIs) and make adjustments as needed.
• Team Leadership: Lead and mentor the customer service and customer success teams, ensuring they have the tools and training to deliver excellent customer experiences.
• Customer Insights: Gather and analyze customer feedback to identify trends and areas for improvement. Use insights to inform strategic decisions and drive customer-centric initiatives.
• Cross-Functional Collaboration: Work closely with other departments, including sales, marketing, and product development, to ensure a cohesive customer experience across all touchpoints.
• Customer Relationship Management: Build and maintain strong relationships with key clients and stakeholders. Address escalated customer issues and ensure prompt resolution.
• Quality Assurance: Ensure customer interactions meet company standards and comply with relevant regulations. Implement quality control processes to maintain a high level of customer satisfaction.
• Reporting and Analysis: Prepare and present reports on customer experience metrics to senior management. Use data to drive continuous improvement. Requirements:
  • Education: A bachelor's degree in business administration, marketing, or a related field is required. A master's degree is a plus.
  • Experience: Proven experience in customer experience, customer service, or a related field, with at least 5 years in a leadership role.
  • Leadership Skills: Strong leadership and team management skills. Ability to motivate and inspire a team.
  • Communication Skills: Excellent verbal and written communication skills. Ability to present to senior management and interact with key clients.
  • Problem-Solving: Strong problem-solving skills and the ability to resolve complex customer issues.
  • Customer-Centric Approach: A passion for delivering outstanding customer experiences and building customer loyalty.
  • Organizational Skills: Strong organizational skills with the ability to manage multiple projects and meet deadlines. Benefits:
    • Competitive Compensation: Competitive salary with opportunities for performance-based bonuses.
    • Health and Wellness: Comprehensive health, dental, and vision insurance plans.
    • Retirement Plan: 401(k) or similar retirement savings plan with company matching.
    • Paid Time Off: Generous vacation, personal, and sick leave.
    • Professional Development: Opportunities for career growth and training.
    • Flexible Work Environment: Potential for remote work or flexible schedules, depending on company policy.

Keywords: Teall Properties Group, North Atlanta , Director, Customer Experience, Executive , Atlanta, Georgia