Senior Director of Customer Experience

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Job description

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story -

About the Job

The Senior Director of Customer Experience will have the ability to add value through leading edge thought leadership in an enterprise level environment. The incumbent will have a strategic vision with the ability to translate customer feedback into tangible gains, and demonstrates a focus and passion for the client and business.

As Senior Director of Customer Experience, You Will

* Contribute to building 24-7 Intouchs brand and support our overall customer relationship and marketing plan by participating in industry activities and relevant professional associations
* Direct and link all aspects of the physical and digital experiences our customers have with us to drive customer engagement and profitability
* Develop strong working relationships across the organization with functional leaders and teams to ensure the success of our clients across all aspects of their business
* Be accountable for the overall satisfaction of your customers and effectively manage the relationships with the support of Operations, Workforce, Training, HR, and the Sales team
* Act as the companys client success evangelist in the marketplace with prospects, customers, and partners
* Monitor and proactively pivot the different trends affecting the business model
* Deliver additional value based solutions by developing, communicating, and driving effective innovation strategies based customer-specific value criteria
* Maintain an accurate customer account plan of all opportunities, contacts, and account history as measured in the CRM system
* Manage existing contracts and agreements to ensure that expectations are being established, communicated, and met
* Effectively achieve annual baseline growth targets
* Be expected to travel for one week every month or as required

Requirements

As Senior Director of Customer Experience, You Have

* University degree or diploma in Business or commerce (preferred)
* Seven to 10 years of experience in sales, operations, workforce management, or finance (required) or a combination of varying experience (asset)
* Previous contact center experience is considered an asset
* Excelled skills in working under pressure and are willing to switch gears quickly
* Proven experience and success leading executive level conversations and interactions
* Strong understanding of multi-channel solutions with an emphasis on emerging channels
* An open mind and embrace change and lead change management
* Ability to work effectively and influence key stakeholders from all divisions of the organization
* Strong interpersonal and communication skills
* Highly motivated, self-starter attitude with strong business acumen and negotiation skills
* Superior organizational skills and the ability to follow through
* Ability to envision and create voice of the customer insights based on operational data

By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.