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Director of Customer Experience
Rodan + Fields Dermatologists
San Francisco, CA, United States
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Description
Director, Customer Experience
• Set the short-term and long-term strategic priorities to elevate the Preferred Customer (PC) Experience. Lead project work to deliver on these priorities.
◦ Leverage Customer Journey work and other insights to identify and prioritize the highest-opportunity consumer touchpoints
◦ Lead cross-functional work – in partnership with Brand, Customer Care, Field, Digital, IT and other teams – to deliver on CX initiatives
◦ Measure impact of initiatives on PC Experience and business KPIs
• Build and execute programming to help Consultants deliver best-in-class customer experiences across touchpoints. Partner with Learning & Development and Field Teams to build training, create incentives, and launch programs. Measure program adoption and success.
• Identify and deliver on opportunities to elevate the customer experience by leveraging capabilities within the Salesforce Marketing, Community and Service Clouds
◦ Build & execute a roadmap for integrating customer data into Consultant backend tools and dashboards to enable improved CRM capabilities
• Set the learning agenda for Voice of the Customer research, in partnership with Insights
◦ Develop a future-state recommendation for a VOC program (e.g., NPS, Customer Panel, Brand Tracker, etc.)
◦ Partner with Insights to build and execute a consumer research learning agenda for keeping a continuous pulse on customer sentiment
◦ Build strategies and tactics to address Passives/Detractors and retain Promoters
• Represent the voice of the customer in digital journey mapping, UX/UI design, and other technology initiatives
• Partner with Customer Support to identify customer pain points and build tangible programs and plans to address
• Foster a culture of customer centricity and a service mindset across the organization. Be the champion for the customer and the go-to expert on the PC experience
• Manage one CX Manager
Qualifications
• Bachelor’s degree and 10+ years of relevant experience. MBA preferred.
• Retail and/or Ecommerce experience strongly preferred
• Experience working at organizations on the leading edge of CX strongly preferred
• Proven track record of leading large, complex cross-functional projects to deliver improvements to the omni-channel customer experience
• Strong consumer research experience (e.g., NPS surveys, focus groups, etc.)
• Experience partnering with Technology to scope and implement CX measurement tools, programs or solutions
• Ability to think strategically and set a vision, while also understanding the details and being able to execute
• Exposure to UX design and digital customer journey mapping a plus
• Strong cross-functional collaboration and project management skills
• Very strong analytic capabilities. Able to translate data-driven insights into business recommendations
• Able to translate customer needs into business solutions using creative problem solving
• Effective communication skills for writing reports/proposals and creating/making presentations
• Consumer-centric mindset
• People management experience