CX Director

looking for a dynamic and experienced Director of Customer Experience to lead our client's customer experience team. The ideal candidate will be passionate about customer satisfaction, retention, and driving customer success initiatives.

The Director of Customer Experience will play a pivotal role in shaping the customer success strategy and ensuring that our customers derive maximum value from their trade-sensitive brokerage and logistics solutions.

Responsibilities

BUILD AND MANAGE THE TEAM

• Develop and implement a comprehensive customer success strategy aligned with the company’s objectives and goals.
• Lead, mentor, and develop a high-performing customer success team, fostering a culture of excellence, collaboration, and continuous improvement.

MEASURE AND IMPROVE CUSTOMER INTERACTIONS

• Establish key performance indicators (KPIs) and metrics to measure customer success and satisfaction, and regularly track and analyze performance data to identify trends and areas for improvement.
• Develop and implement customer onboarding, training, and retention programs to ensure the smooth adoption of our products and solutions and drive long-term customer loyalty.
• Collaborate cross-functionally with sales, marketing, product development, and support teams to drive customer success initiatives, enhance the customer experience, and ensure alignment across the organization.

LEADERSHIP AND INFLUENCE

• Proactively identify opportunities to upsell or cross-sell additional products or services to existing customers, working closely with the sales team to maximize revenue growth.
• Build strong relationships with key stakeholders, including customers, internal teams, and senior management, to understand their needs, address concerns, and advocate for the customer.
• Stay informed about industry trends, best practices, and emerging technologies in customer success management, and leverage this knowledge to innovate and enhance our customer success strategies and processes.

Requirements

Qualifications:

• Bachelor's degree in business administration, marketing, or a related field; Master's degree preferred.
• Proven track record of successfully managing a team in a customer success leadership role, preferably in the logistics, supply chain, or transportation industry.
• Strong leadership and people management skills, with the ability to inspire and motivate a team to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
• Strategic thinker with a customer-centric mindset, capable of developing and executing effective customer success strategies to drive business outcomes.
• Analytical mindset with proficiency in data analysis and interpretation, using insights to inform decision-making and drive continuous improvement.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt quickly to changing priorities and business needs.
• Passion for customer advocacy and a commitment to delivering exceptional customer experiences.