Job title:
Director Customer Experience
Company
Mejuri
Job description
As the Director of Customer Experience, you will lead and develop strategies to enhance the overall customer experience across various touchpoints within our company. This role involves collaborating with our customer service agency, retail, and tech teams, and managing the impact of changes in operational workflows on customer satisfaction. You will play a crucial role in aligning the organization’s goals with customer needs and expectations.Responsibilities:Holistic CX Strategy Development:
- Develop and implement a comprehensive customer success strategy that aligns with the overall company vision and objectives.
- Collaborate closely with sales, marketing, product, and operations teams to ensure a seamless customer experience.
- Build, train, and lead a high-performing customer success team.
- Provide detailed reporting on the efficiency of customer success efforts.
End-to-End Customer Experience Framework:
- Define and implement an end-to-end Customer Experience framework to evaluate and measure customer perception consistently.
- Drive executive support and engagement in CX metrics and results, influencing leaders across the organization and holding them accountable.
Utilization of Customer Data and Feedback:
- Utilize customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience.
- Collaborate with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints.
Industry Trends and Best Practices:
- Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and healthcare software solutions.
- Engage, design, and facilitate the CX Center of Excellence to deliver on the CX strategy and incorporate industry best practices.
Budget Management:
- Build the annual budget for the department, monitor and maintain costs.
- Review and manage contracts for 3rd party agencies and supporting tech solutions
Qualifications
- Relevant industry experience managing customer experience in retail/Ecommerce, supply chain, or logistics
- Proven ability to translate customer data into actionable insights.
- Demonstrated experience and growth in a customer experience function.
- Innovative mindset, keen on process improvement, and comfortable building a team/function.
- Strong ability to build and maintain internal and external relationships.
- Experience in coaching and maximizing knowledge retention; acknowledge progress, emphasize accountability, and share suggestions for improvement.
- Ability to adapt and prioritize tasks, establish goals, and successfully complete initiatives. Highly organized, detailed, and methodical.
- Effective at utilizing influence, communicating openly, and using excellent logic and reasoning to support decision-making.
- Inherently motivated and results-driven. You take the necessary steps to ensure goals are achieved and performance targets are met.
- Enjoys problem solving and demonstrates the ability to consider all aspects of the business holistically to deliver lasting solutions.
- Able to identify potential barriers impacting the customer experience and consider cross-functional team members as clients.
Benefits at Mejuri:
- A minimum of three weeks vacation, plus personal days and three religious observance days.
- A hybrid work model for all corporate roles.
- ‘Mejuri Passport’ which allows employees who meet specific criteria to work in other locations for one month per year.
- Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.
- Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
- Semi-annual performance reviews.
- A generous product discount!
Please note that these benefits apply to full-time employees.Location:At Mejuri we embrace a hybrid working environment and support our corporate employees to be successful whether they are at home or in the office. The primary purpose of our offices is to drive collaboration and deepen relationships with one another.Accommodation / Accessibility:Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.#LI-HybridThis posting expires on July 24 9:00AM EST
Expected salary
Location
Toronto, ON
Job date
Sun, 14 Jul 2024 03:23:32 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.