Senior Customer Experience Director
Job Description
Senior Customer Experience Director |Â 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 PackageÂ
- Full Benefits Package – Health, Dental, Vision, 401K with company match, PTO, Holidays, flexible scheduling, great work environment, team outings, events and much more.
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Why work with Interior Talent?
- 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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Tana Riddell
Executive Director Client Management
Tana brings a depth of leadership and development experience to the Interior Talent team. She​ served as the Director of Corporate Sponsors for our non-profit, Events for Change, ​before joining Interior Talent in 2015​. Tana has developed strong relationships within the A&D community and her candidates consider her a trusting and critical partner in their search. Currently, Tana serves as the Managing Director in our Orlando office. ​ Outside of the office, she is a ​published author​ and creator of ​two ​philanthropic organizations as she has a deep passion for people and their success. She loves spending time with her family, catching a Florida State Football game, and living the “salt life”.