The Customer Engagement Director will play a pivotal role in refining and supporting key interactions & touch points throughout the customer journey. This role involves optimizing selling and customer touch points, managing CRM systems, and leading our customer service team to ensure high standards of customer satisfaction. A key aspect of this position will be to develop and implement customer journey maps by market, monitor performance through newly defined KPIs, and drive improvements across customer touch points throughout the journey.
Key Responsibilities
Service Excellence: Manage the customer service department to ensure high levels of satisfaction and effective resolution of customer inquiries and issues.
Policy Development: Develop and implement customer service policies and procedures, and create training programs to ensure consistent and high-quality support.
KPI Measurement: Define and monitor KPIs for customer service, such as first response time, resolution time, customer satisfaction scores, and Net Promoter Score (NPS).
Reporting: Prepare and present detailed reports on sales performance and strategy effectiveness to senior management, including insights derived from KPI metrics.
Feedback Integration: Analyze customer feedback and service metrics to identify areas for improvement and implement changes to enhance service delivery.
Complaint Management: Address complex or escalated customer complaints, working to resolve them promptly and maintain positive customer relationships.
Cross-Functional Responsibilities:
Team Alignment: Work closely with the Sales Directors to ensure alignment with strategic goals, providing guidance and support to implement and execute the sales strategy effectively.
Interdepartmental Collaboration: Foster strong collaboration between the sales and customer service teams to ensure a cohesive customer experience.
Industry Trends: Stay informed about industry trends and best practices in hospitality and student housing furniture to keep the company competitive and innovative.
Qualifications:
- Bachelor's degree in Business Administration, Sales, Marketing, or a related field; MBA or relevant advanced degree preferred.
- 7+ years of experience in sales operations and customer service, preferably within the furniture or related industry.
- Strong analytical skills with the ability to interpret complex data, establish KPIs, and provide actionable recommendations.
- Proficiency in CRM systems (e.g., Salesforce, HubSpot) and other sales tools.
- Excellent communication, leadership, and interpersonal skills, with a focus on team development and customer satisfaction.
- Proven problem-solving abilities and a customer-centric approach.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.