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Head of Customer Experience and Engagement

2 months ago

Sydney, New South Wales, Australia RecordPoint Full time

Job Summary:

RecordPoint is seeking an experienced and visionary leader to drive our customer experience initiatives on a global scale. As the Head of Customer Experience and Engagement, you will be responsible for shaping and executing strategies that enhance customer satisfaction, loyalty, and retention.

About the Role:

This is a pivotal position that requires a deep understanding of B2B SaaS environments, exceptional leadership skills, and a proven track record of driving customer-centric transformations. You will lead a team of professionals in delivering exceptional customer experiences, driving customer success, and identifying opportunities for growth and improvement.

Key Responsibilities:

  • Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy aligned with company goals, focusing on customer satisfaction, loyalty, and retention.
  • Team Leadership: Lead and inspire a team of customer experience professionals, providing coaching, skills development, and career progression opportunities.
  • Process Management: Evaluate, manage, and iterate on customer experience processes, metrics, and approaches to ensure efficiency and effectiveness.
  • Delivery Governance: Oversee the governance of delivery practices, ensuring on-time, in-scope, and on-budget delivery of projects and programs globally.
  • Stakeholder Collaboration: Collaborate with stakeholders across RecordPoint and customers to ensure a seamless customer experience and mutual value.
  • Data-Driven Decision Making: Implement, maintain, and report on metrics with contextual insights to senior leadership, driving data-driven decision making.
  • Customer Advocacy: Act as the customer advocate, providing feedback and the customer perspective to Product and Engineering to enhance the customer experience.

Requirements:

  • Education: Bachelor's degree in Business, Computer Science, Marketing, or a related field. MBA or advanced degree preferred.
  • Experience: 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
  • Leadership: Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
  • Skills: Strong analytical skills, excellent communication and interpersonal skills, and a deep understanding of B2B SaaS business models.
  • Process Management: Proven experience in process evaluation, management, and iteration.
  • Governance: Strong background in delivery governance and project management.

What We Offer:

  • Competitive Salary: $200,000 - $250,000 a year (OTE)
  • Employee Share Options: Long-term incentives program
  • Health and Wellness Benefits: Health, dental, and vision insurance, and competitive 401K matching programs
  • Flexible Work Arrangements: Truly flexible work arrangements
  • Personal Development Budget: Access to Employee Stock Ownership Plan
  • Global Opportunities: Opportunities to work on a product that makes a real social-good impact on the world