Director

Job description:

Customer experience expertise: Extensive experience and deep understanding of customer experience strategies, methodologies, and best practices within the Enterprise/SaaS domain. Proven track record in driving customer satisfaction, loyalty, and retention through effective customer experience initiatives.

Leadership and management: Demonstrated leadership and management skills, including experience in leading teams and managing customer experience functions. Ability to inspire, motivate, and mentor team members to deliver exceptional customer experiences.

Strategic thinking: Strong strategic thinking and planning abilities, with the capability to develop and execute customer experience strategies aligned with business goals. Proven experience in defining customer experience roadmaps and driving customer-centric culture across the organization.

Stakeholder management: Excellent communication and stakeholder management skills, including the ability to build and maintain relationships with key stakeholders, both internal and external. Experience in collaborating with cross-functional teams, such as sales, marketing, product, and support, to ensure consistent and seamless customer experiences.

Data-driven mindset: Proficiency in leveraging data and analytics to gain insights into customer behaviors, preferences, and pain points. Ability to use customer data to drive decision-making and identify opportunities for improving the customer experience.

Continuous improvement: Commitment to continuous improvement and innovation in customer experience, staying updated with industry trends, emerging technologies, and best practices. Ability to identify areas for improvement, implement changes, and measure the impact of customer experience initiatives.

Business acumen: Strong business acumen and understanding of the Enterprise/SaaS domain. Familiarity with the industry landscape, competitive dynamics, and market trends that impact customer experience strategies.

Results orientation: Track record of delivering tangible business results through customer experience initiatives, such as increased customer satisfaction, improved retention rates, and revenue growth. Ability to set and achieve customer experience metrics and KPIs.

Collaboration and teamwork: Ability to collaborate effectively with cross-functional teams and foster a customer-centric mindset throughout the organization. Experience in working collaboratively with sales, marketing, product, and support teams to align customer experience strategies with overall business objectives.

Executive presence: Strong executive presence and ability to influence and engage senior stakeholders, including C-level executives and board members. Experience in presenting customer experience strategies and initiatives to executive leadership and driving alignment and support.