Head of Customer Experience and Engagement

3 days ago

Melbourne, Victoria, Australia RecordPoint Full time
About the Role

We are seeking an experienced and visionary leader to join our team as the Head of Customer Experience and Engagement. This role will be pivotal in shaping and executing strategies that enhance customer satisfaction, loyalty, and retention.

Key Responsibilities
  • Strategic Leadership: Own the strategic direction for the Customer Experience team, driving towards mutual value for RecordPoint and our customers.
  • Team Leadership: Take on the mantle of Team leadership, coaching, skills development, and guide the team members towards career progression and filling identified skills gaps within our offerings.
  • Process Management: Constantly evaluate, manage, and iterate on the processes, metrics, and approaches of the RP Customer Experience team.
  • Delivery Governance: Oversee the governance of our delivery practices, including the on-time, in-scope, and on-budget delivery of our portfolio of projects and programs globally.
  • Customer Advocacy: Collaborate with stakeholders across both RecordPoint and our customers to ensure a seamless customer experience and mutual value.
  • Data-Driven Decision Making: Be data-driven; implementing, maintaining, and reporting on metrics with contextual insights to senior leadership.
  • Cross-Functional Collaboration: Collaborate with product, sales, marketing, engineering, and support teams to ensure a seamless customer experience.
  • Customer Feedback and Insights: Act as the voice of the customer in strategic discussions and decision-making processes.
  • Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy aligned with company goals.
  • Performance Metrics and Accountability: Establish clear performance metrics and drive accountability for achieving customer value.
  • Best Practices and Process Improvement: Serve as the owner of best practices for our consulting services and continuously evaluate and refine customer experience processes to enhance efficiency and effectiveness.
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 with the ability to leverage data to drive decision-making. Excellent communication and interpersonal skills.
  • Knowledge: Deep understanding of B2B SaaS business models, customer success principles, and best practices.
  • Process Management: Proven experience in process evaluation, management, and iteration.
  • Governance: Strong background in delivery governance and project management.

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