Senior Customer Experience Director | Pompano Beach, FL

This is an excellent opportunity for a detail-oriented and customer-centric Customer Experience Director to join a growing and established family-run company. Bring your experience to learn and grow with an excellent firm.

The Senior Customer Experience Director will play a key role in helping deliver a concierge client experience that the company is known for. The Senior Director of Customer Experience is a dynamic and strategic individual who leads the company’s Customer Experience department. This role will be responsible for driving operational excellence and ensuring a seamless customer journey across all touchpoints. As a Senior Director of Customer Experience, you will bring a strong background in customer service operations, process optimization, and team leadership.

Essential Job Functions

• Lead the operational aspects of the Customer Experience department, with a focus on optimizing processes and procedures to enhance efficiency and effectiveness.
• Manage the Customer Experience team, including hiring, training, and development of the team.
• Set and track key performance indicators (KPIs) to measure the success of customer experience initiatives and drive accountability within the team.
• Implement and maintain standard operating procedures (SOPs) for the customer journey and regularly review and refine processes to drive continuous improvement.
• Develop customer-centric strategies to enhance the overall customer journey, from initial outreach to post-sales support.
• Inspire and motivate a team of customer experience professionals, providing guidance and support to ensure their success in delivering exceptional service.
• Oversee that all customer escalations are responded to promptly and resolved to the customer’s satisfaction.
• Strategically analyze customer feedback and data to identify trends and areas for improvement and implement data-driven solutions to address them.
• Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
• Stay informed about industry trends and best practices in customer experience management and incorporate relevant insights into strategies.

• Bachelor’s degree in business administration, operations management, or a related field
• 5+ years of proven experience in a customer experience leadership role, preferably in a luxury goods or retail industry.
• Strong understanding of operational processes and best practices in customer experience.
• Proficiency in data analysis with the ability to interpret metrics and drive performance improvements.
• Strategic thinker with a track record of developing and implementing successful customer experience strategies.
• Excellent people management skills with the ability to inspire and motivate a team.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Experience with Microsoft Word and Excel; High knowledge of computer systems and navigation
• Luxury mindset and customer centricity – knowledge of creating luxury experiences
• Elevated verbal and written communication skills

• Competitive Annual Salary + Bonus Structure + Full Benefits Package 
• Full Benefits Package – Health, Dental, Vision, 401K with company match, PTO, Holidays, flexible scheduling, great work environment, team outings, events and much more.

• OUR CLIENTS hire us to FIND YOU
• Exclusively focused on the Architecture and Design industries
• We work with the DECISION MAKERS – Owners, Principals, Directors, and HR
• CONFIDENTIALITY & PROFESSIONALISM: We assist with the entire process so that looking into a new opportunity is DISCRETE and CONFIDENTIAL – we highly value your current position and will never do anything that would bring your future into jeopardy
• EXPERTISE: in the industry since 2003
• We are your advocate and WE GET IT – we know making a career decision is difficult and we’re here for you throughout the whole process

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