Director of Customer Experience

We are seeking a dynamic Director of Customer Experience on behalf of our client, a leading e-commerce retailer specializing in customized residential and commercial office and workplace furniture solutions. In this pivotal role, you will drive the development and execution of strategies to enhance customer experiences across all channels, ensuring exceptional satisfaction for both direct consumers and internal clients. The Director will lead customer service teams, leverage feedback to implement improvements, and work cross-functionally to deliver a seamless, customer-centric journey. In this role, you will report directly to the Executive Vice-President of Customer Experience. This is a hybrid working model, with flexibility to manage your own schedule for a strong work/life balance. Key Responsibilities: Develop Strategy : Create and implement customer experience strategies across all channels Lead Teams : Build and mentor high-performing, customer-focused teams Analyze Feedback : Use customer feedback to find improvement opportunities Collaborate : Work with other teams to improve the overall customer journey Refine Processes : Continuously improve service operations for better efficiency Track Performance : Monitor key metrics like CSAT, NPS, and response times Requirements: Bachelor’s degree (MBA a plus) 7-10 years in a similar role, with 3 years managing teams Experience in an e-commerce environment Bilingualism in English and French is considered an asset, but not required Strong knowledge of CRM systems, omnichannel customer service, and performance metrics (CSAT, NPS) Proven ability to turn customer feedback into actionable strategies and improve satisfaction Excellent communication and team management skills with a focus on customer-first culture Experience in process improvement and implementing retention and loyalty strategies Ability to travel to US and Canadian offices occasionally, when required A passion for delighting customers

Location: Toronto, CA

Posted Date: 10/5/2024