Director of Customer Experience

📋 Description

• Direct a team of Subject Matter Experts in executing client experiences, providing operational and client tool support, and managing projects as Client Command expands and innovates its product offerings.

• Encourage collaboration and education among a diverse group of operations leaders, account managers, and revenue generators, ensuring that the customer perspective is prioritized in executional delivery.

• Engage with key customer relationships and play a role in securing strategic opportunities.

• Champion the customer experience and voice across all client sectors, including direct, reseller, advertising agencies, vendor partners, strategic allies, and Automotive OEM clients.

• Work with cross-functional teams to help achieve client retention goals.

• Consistently produce quality-focused outcomes, translating strategic vision into action with an emphasis on operational efficiency for both internal processes and client interactions.

• Cultivate a results-oriented culture that encourages professional growth and development within the team.

• Collaborate with both internal and external stakeholders to create and promote new product offerings that align with customer needs and market competitiveness.

• Guarantee client satisfaction by partnering with functional leaders to deliver outstanding service and support, swiftly and effectively addressing escalations and issues.

• Supervise the integration and use of data and technology to improve internal and dealer tools, deliver performance, and monitor results.

• Ensure adherence to industry standards and regulations, maintaining the highest levels of transparency, trust, and integrity with clients and partners.

⛳️ Requirements

• Over 5 years of experience in team management.

• Background in customer service.

• Demonstrated success in leading, growing, and amplifying the customer voice in both product and operational execution.

• Strong analytical, problem-solving, and decision-making abilities.

• Outstanding leadership and management capabilities.

• Effective communication and negotiation skills.

• Detail-oriented mindset with the capacity to work well both collaboratively in a team and independently as needed.

• Strong leadership qualities with the ability to motivate and inspire a high-performing team.

• Skilled in analyzing sales data to inform decision-making processes.

🏝️ Benefits

• Comprehensive company-sponsored health insurance starting on your first day of employment.

• 401k plan.

• Paid Time Off beginning at 15 days per year.

• Volunteer Time Off, which includes one paid day off per year to volunteer.

• 10 paid holidays.