Associate Director Customer Experience Jobs

We Offer The Following Benefits And Perks

Hire and lead a national team of Experience Partners. Influence the recruiting, hiring, onboarding, and retention.

Act as a champion for the seller and buyer experience.

Own performance for Experience Partners across the entire company, communicating and reporting to executives on business unit performance.

Protect and grow our core customer experience and brand loyalty metrics.

Identify and improve operational gaps negatively impacting customer experience and work cross-functionally to correct them.

* Knowledge and experience in account management, order processing, fulfillment procedures, sales, and logistics.

* Defining and optimizing customer experience lifecycle, owning end-to-end order management.

* Strong management and leadership skills, with communication and interpersonal skills to motivate leaders and team members.

* Working with sales management to align strategies, coverage plans, and account dynamics.

* Bachelor's degree with 5-7+ years of experience leading teams in a customer service or sales environment.

* Managing Product Number Codes and Price Lists.

Must have 5+ years of Customer Experience and management experience in a direct-to-consumer environment

Manage Customer Experience Department activity and performance

Oversee the Customer Experience Department, including onboarding, training/development, and scheduling

Define and implement Customer Experience training programming

Support customers by providing a world-class customer experience, anticipating their needs and providing simple and supportive guidance

Strong written and verbal communication skills

Excellent time management and planning skills

Experience running ITSM tools (Specifically Incident/Problem, Change, Asset Management)

Certifications in IT Service Delivery, Project Management, or Business Process Analysis

3 years’ experience with Project Management and/or Business Process Analysis

IT Governance, Partner Management, Metrics and Reporting, Service Management, and Operational Planning and Management

3 years’ experience working in a higher education setting

Bachelor's Degree in business, healthcare, marketing or related field or combination of post high school education and related experience.

10+ years of related CX and/or consumer insights experience, 5+ years of which have been in a leadership role.

Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience.

Proven leadership skills (both team building and the ability to lead cross-functional teams).

Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.).

IT, digital, or performance marketing experience

Executes credits/rebills in close association with Finance and Inventory Management groups

Experience working with all levels of management and with key business stakeholders.

Assist with creation of sales and invoice management systems (CRM) and processes

Work with sales and other internal actors to create after sales service processes and systems and manage such

Propose and manage incentive programs and fulfillment options

Minimum of 10 years agrochemical experience in a similar position

Experience working with UI/UX designers, product managers, engineers, operations on new concepts and products delivery

Associate Director Preferred Skills & Experience

Develop customer needs and use cases throughout a customer journey & translate customer needs into business requirements.

Understand and interpret customer experience measurements to improve CSAT and NPS scores

Develop roadmap for execution of solutions over a period of time, based on identified requirements

Outline creative briefs to build required content to aid in the customer experience