Customer Experience Director
2 weeks ago
The role of Customer Experience Director is pivotal in leading a team of dedicated professionals to deliver outstanding customer service and operational efficiency. This position requires a unique blend of people management, performance optimization, and workforce planning.
Key Responsibilities:- Leadership and Guidance: Manage and guide your team to ensure they're equipped to drive agent performance, meet key performance indicators (KPIs), and support customer outcomes.
- Client Liaison: Act as the key operational contact for clients, handling day-to-day requests, attending meetings and audits, and delivering clear, timely reporting.
- Operational Excellence: Monitor workflow and performance across the account, making smart decisions to maximize efficiency, maintain quality, and meet service levels.
- Strategic Coordination: Work with internal stakeholders to plan resources, align operations with broader business objectives, and contribute to forecasting and reporting activities.
- Quality and Compliance: Ensure consistent adherence to processes, client requirements, and compliance obligations across your team.
- Innovation and Improvement: Identify opportunities to enhance outcomes through improved systems, dialling strategies, and campaign design without overcomplicating delivery.
- Experience leading customer experience teams with at least 3 direct reports
- Strong stakeholder relationship and client communication skills
- Proven ability to manage workflow and performance in a dynamic environment
- Confident with reporting and operational planning
- Sound judgement and a calm, considered leadership style
- Practical Leadership: You take a level-headed, hands-on approach and don't overcomplicate things.
- Reliable Operation: You do what you say you will to keep things running on time and on track.
- Clear Communication: You're honest, consistent, and able to translate complexity into simple actions.
- Outcome-Focused: You keep your eye on the goals of customer satisfaction, service delivery, and team performance.
We are committed to ensuring everyone is treated fairly, with respect, and provided with inclusive and equal employment opportunities.
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