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Chief Customer Experience Officer

2 weeks ago

Charlotte Bay, Australia beBeeDirector Full time US$120,000 - US$140,000
Customer Engagement Lead Role:

The Director of Customer Engagement oversees the recruitment, development, and retention of a high-performing team aligned with the company's mission and vision. This role leads customer engagement and support strategies across the full portfolio, encompassing customer lifecycle management, satisfaction/retention programs, and promotion campaign delivery.

The Director collaborates closely with various teams to address unmet needs, identify new product opportunities, and elevate the overall customer experience. The Director develops customer-focused strategies that enhance satisfaction and loyalty across all served markets.

Key Responsibilities:

  • Champion customer engagement excellence by building and retaining a team with a strong customer-first mindset.
  • Use analytics and KPIs to drive innovation and continuously improve the customer experience.
  • Develop dynamic customer engagement strategies balancing empathy, quality, productivity, performance management, and cost efficiency.
  • Recruit critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunities.
  • Inspire, coach, and mentor team members to foster collaboration, continuous learning, and employee engagement.
  • Plan, assign, and direct team activities; evaluate performance; reward achievements, and address performance/behavioral issues.
  • Create consistent/high-value customer experiences by developing scalable methodologies and best practices.
  • Identify areas for improvement within the CE function, design targeted initiatives, and lead swift/effective execution.
  • Serve as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities.
  • Build connections between the CE team, product/business verticals, and sales to deliver an optimized customer journey.
  • Ensure timely handling of customer inquiries, escalations, and complaints.
  • Partner with stakeholders to resolve support issues, address negative feedback, and implement improvements.
  • Collaborate cross-functionally to share best practices and refine processes, policies, and workflows.
  • Set, track, and report on performance goals and metrics.
  • Establish customer-focused policies and procedures balancing satisfaction with expense management.
  • Expand team support coverage across time zones based on demand and business needs.
  • Oversee distribution order management, including maintenance of product and pricing master data.