Chief Customer Experience Officer

6 days ago

Charlotte Bay, Australia beBeeCustomerEngagement Full time US$120,000 - US$140,000
Customer Engagement Director Role Overview

This key leadership position oversees the recruitment, development, and retention of a high-performing Customer Engagement team. The role is responsible for aligning with the company's mission, vision, and strategic objectives.

Responsibilities:
  • Lead the design and execution of customer engagement and support strategies across the company's full portfolio.
  • Champion Customer Engagement excellence by building and retaining a team with a strong customer-first mindset aligned with core values.
  • Use analytics and KPIs to drive innovation and continuously improve customer experience.
  • Develop and execute dynamic customer engagement strategies that balance empathy, quality, productivity, performance management, and cost efficiency.
  • Recruit, train, and retain 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 high employee engagement.
  • Plan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance/behavioral issues.
  • Create consistent/high-value customer experience by developing scalable methodologies and best practices across the company's portfolio of products/services.
  • 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 for improvement.
  • Build strong connections between CE team, product/business verticals, and sales to deliver an optimized customer journey.
  • Ensure timely, accurate, and consistent handling of all 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 to better customer experience.
  • Set, track, and report on performance goals and metrics on a weekly monthly and annual basis.
  • Establish customer-focused policies and procedures that balance satisfaction with expense management.
  • Expand team support coverage across time zones based on demand and business needs.

Key Performance Indicators (KPIs):

  • Customer satisfaction ratings.
  • First contact resolution rates.
  • Resolution times.
  • Net promoter scores.
  • Escalation rates.
  • Team member engagement and retention rates.

Requirements:

  • Bachelor's degree in Business Administration or related field.
  • Minimum 5 years of experience in customer-facing roles.
  • Proven track record of delivering results-driven customer engagement strategies.
  • Excellent communication, leadership, and interpersonal skills.
  • Able to work effectively in a fast-paced environment.

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