Job Specifications
Job Title: Director, Customer Experience
Department: Sales/Operations
Reports To: COO, US
FLSA Status: Exempt
Hybrid- Charlotte, NC
Position Summary
The Director of Customer Experience oversees the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. They use their leadership and planning skills develop goals that can help improve customer experience. This role is responsible for overseeing the progress of various customer facing departments, ensuring attainment of established goals and objectives.
Contribution
Leadership of the CX teams and cross-functional partnerships, through a customer focused lens, will facilitate both internal and external excellence, resulting in best-in-class service. This role requires an analytical approach, planning, strong leadership and coaching of the management team, to facilitate development of high performing teams, which will distinguish us from the competition.
Key Responsibilities
Create and articulate the business unit vision for Retail Customer Experience, Order Fulfillment, & Warranty, incorporating input from key stakeholders
Create company-wide goals for improved customer experience
Meet with top-level executives and department heads to discuss potential plans and initiatives to implement
Conduct research to find out more about customer behavior and preferences
Build a streamlined customer experience across all departments
Determine ways to increase customer satisfaction and build brand loyalty
Identify internal problem areas and find solutions
Partner with stakeholders and business leaders to develop strategies for customer experience
Collect and analyze data to make well-informed business decisions
Gather feedback, such as surveys, from customers to learn more about their experience with the company
Motivate team members to meet company goals and push for success
Partner with stakeholders, in all departments, to better assess and understand what is required to create and maintain a best-in-class experience
Partner with cross- functional teams to ensure that business and customer experience requirements are understood, and appropriate execution and support strategies are implemented
Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
Work with the CX team in helping to resolve escalated customer issues, as needed
Collect, track, and report performance results & measure improvement
Source relevant background materials and information necessary to develop customer care programs
Establish metrics, goals, and reporting to measure impact of Customer Experience initiatives and enable optimization
Requirements:
Qualifications
Bachelor's degree in relevant area of study (e.g., Human Resources, Business, Communications, Marketing)
Minimum seven (7) years’ proven experience developing and executing a customer experience strategy with a focus on improved customer satisfaction
Exceptional written, oral, interpersonal, and presentation skills and the ability to effectively interface with senior management and staff
Excellent ability to develop, mentor, & coach
Core Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Strategic thinking
Operational effectiveness
Customer focus; empathy
Effective listening
Project management & process simplification
Problem solving
Business acumen
Influence & motivation
Adaptability
Data-driven mindset
Organization
Communication
Relationship building; diplomacy
Decisiveness/Independence
Success Factors
Regional revenue achievement
Demonstrated improved customer experience
Team KPI achievement: e.g., call response management, delivery of orders by promised date (OnTime in Full – OTIF), accuracy/audit criteria
Effective leadership & cross-functional relationships
Consistent demonstration of CS Values & Behaviors
Stakeholder Relationships
Internal Stakeholders: Sales, senior leadership team, Operations, Accounts Receivable, direct/indirect reports
External Stakeholder: Customer
Decision Making Authority
Decisions related to the overall strategy & function (people/processes) of the CX teams to include business vision, department goals, customer care programs. Operation within assigned authorized budget & annual operating plan (AOP).
Working Conditions
Manual dexterity required to operate telephone, computer, and peripherals.
Interacts with employees, management, and the public at large
Travel to various regions required (approximately 25 – 50%)
In this role you will show leadership and initiative and will demonstrate an entrepreneurial spirit along with creativity and self-motivation. You must be able to work independently and must have the capacity to manage multiple initiatives, simultaneously. As a high performer you will consistently be able to bring projects to full completion without close supervision.
Caesarstone US provides equal employment opportunities (
About the Company
Industry-leading surfaces, since 1987 - Turning a grain of sand into a timeless workspace. Caesarstone is a global leader of premium surfaces, a forerunner of porcelain surfaces and the pioneer of quartz countertops that have been at the forefront of this category since 1987. We design, manufacture, and market engineered stone surfaces that secure safety and guarantee the durability to bring everlasting beauty indoors and outdoors for residential and commercial applications.
Know more