Director, Customer Experience

Job Info

The Director, Customer Experience is responsible for leading and managing the customer success team to ensure the needs of the customer are always being met. The candidate will demonstrate the ability to provide an exceptional level of leadership and foster collaboration with both our internal teams and external customers. The Director will be critical in the development, growth, measurement and effectiveness of our customer success team and will help centralize the customer success function across all businesses to provide excellent customer care. The role will oversee a team receiving, investigating, and engaging with all customer inquiries.

•Director of customer experience is the torchbearer of a customer-centric culture in an organization that leads to great customer experience
•Director CX should be adept at interpreting and leveraging data insights for constantly enhancing customer experience
•It is essential for the director CX to be able to see through data and identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in-class customer experience
•Conduct root cause analysis by identifying systemic breakdowns and eliminating barriers to accuracy, productivity, quality and policy adherence. Communicate findings to senior management, with ideas and solutions for resolutions and improvements
•Lead effort to optimize the customer service functions across business units
•Manage call center partner to deliver exceptional customer service
•Lead the development and communication of service performance KPIs and customer service team KPIs to set standards for customer service excellence
•Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff
•Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met
•Be an advocate for all customers by understanding their business deeply and leveraging the Company solutions to meet customer expectations
•Effectively present information in one-on-one and small group situations to customers and other employees of the organization
•Ensure team members have appropriate skills, training and resources to perform their jobs
•Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
•Challenge team members in providing exceptional support to both external and internal customers

•Bachelor's degree in related field required
•7+ years relevant experience leading and developing customer service teams
•Must have experience in customer service-related role
•Salesforce Service Cloud experience preferred
•Well-developed business acumen with strong leadership skills and the ability to take initiative and develop and motivate a team
•Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform
•Define and track critical customer success metrics and KPIs then use this data to improve process and drive decision making for the business
•Manage BSPO Customer Success team, ensuring that team members demonstrate the ability to deliver unparalleled customer experiences
•Skilled at developing relationships with clients to become a trusted and value-added business partner
•Experienced in change management in a fast growing organization
•A process thinker seeking productivity and exceptional service
•Excellent verbal and written communication skills as well as strong presentation skills, particularly with customers
•Aptitude to learn and understand company services
•Ability to effectively negotiate and assess areas of dispute with customers
•Ability to prioritize and plan work activities efficiently to meet deadlines

Claire's is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform your recruiter of the accommodation(s) that you may require.

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