EyeCarePro Hiring for Director of Customer Experience at Remote Full Time

We are looking to hire an experienced and efficient Director of Customer Experience to lead our customer facing teams. This includes our dedicated team of marketing account managers as well as our onboarding and success teams. The main responsibilities include overseeing all customer facing teams, creating policies to enhance the customer experience and setting the vision for goals to be achieved.

Responsibilities:
Oversee all client facing teams and ensure quality service from these employees.

Resolve complaints from clients, conduct research to determine the root causes of their problems and find permanent solutions.

Providing ongoing training for key account manager responsibilities such as: upsells, digital marketing, customer management and achieving customer satisfaction, etc.

Standardize processes across all teams to deliver predictable, high impact services to our clients

Automate where possible

Continuously improve the customer experience and service delivery

Continuously improve the services through innovations and added value

Identifying new opportunities for growth

Prepare and present reports on KPIs

4+ years of experience in Digital Marketing

Proven experience in managing a team of at least 15

Familiar with “Jobs to be done” or similar framework

Experience with managing account managers

Experience with improving client satisfaction

Ability to create sales opportunities while serving existing clients

Knowledge of market research techniques

Working knowledge of CRM software

Understanding of budgeting and reporting

Exceptional interpersonal skills

Excellent organizational, negotiation, and leadership skills

Outstanding critical thinking and problem-solving skills