The Director, Global Customer Experience builds the strategy that helps drive customer loyalty and retention, instilling the voice of our customers into and across our global cross-functional teams. This position develops relationships with internal and external partners to share key findings, and provides timely updates to ensure a consistent understanding of priorities. The Director, Global Customer Experience leads a team that analyzes and interprets data to help drive customer loyalty.
Drive the global customer experience. Develop a strategy that delivers a differentiated customer experience ensuring alignment with strategic priorities.
Orchestrate and drive the customer experience initiatives across the company, building the voice of the customer programs, while executing upon the vision for the cross-company customer experience initiatives.
Develop strong relationships with key, cross-functional partners to share key learnings. Translate business questions, concerns, and challenges into customer information needs.
Provide global updates regarding prioritization of customer programs with internal resources to ensure there is consistent and cohesive understanding of priorities regarding the on-going development and updates on programs.
Drive the team to analyze and interpret a mix of qualitative and quantitative data to construct compelling narratives and provide recommendations on what drives customer’s loyalty in order to create actions.
Develop overall strategic messaging, branding and positioning of customer experience program, development of customer focused nurture campaigns, external communications, and customer events in partnership with marketing. This includes global cross-functional team collaboration with stakeholders
Evangelize and raise awareness of the value of the voice of the customer insights across the organization; champion a customer experience culture.
Establish and assure leadership adherence to budgets, schedules, work plans, and performance requirements
Maintain close relationships with customers to ensure understanding of customer and industry needs and perspectives. Work with team to provide feedback to sales and development to help inform ongoing product development and product enhancements
Responsible for developing overall strategic messaging, branding and positioning of customer experience programs, development of customer focused nurture campaigns, external communications, customer events, and global cross-functional teams.
Mentor, develop, and coach team members
Manage and direct all aspects of performance and compensation management for direct reports and provide coaching and development opportunities
Recruit, retain, and develop team members
Work with the leadership to plan the strategic vision, organizational structure, operating policies and procedures and management practices to ensure department delivers operational excellence
Critically and consistently evaluate effectiveness of team efforts, regularly evaluating policies, procedures, and processes for improvement
Serve as an escalation point for issues; provide guidance and resolve issues as necessary
Bachelor's degree in Business Administration or equivalent professional or academic experience
10+ years’ experience in leading Global Customer Experience transformation work such as Voice of the Customer/Customer Advocacy global programs in a software and/or SaaS company.
Minimum 10 years’ experience in prior management experience
Extensive experience in a leadership role in a software/SaaS company working with cross-functional teams in support, services, and sales.
Strong business acumen and experience in managing potentially contentious customer feedback in a software environment.
Global mindset and experience working for a global organization across multiple functions and regions.
Demonstrated success leading project management teams and managing complex cross-functional projects in a global business setting.
Ability to see from the customer point of view and championing that view across the company.
Proven relationship management skills and ability to communicate and influence stakeholders.
Ability to work independently and in a team environment
Demonstrated fiscal responsibility/accountability in managing expenses and budget
Excellent oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
Highly organized and experienced in multi-tasking and time management
Ability to constructively discuss and gain consensus on critical topics
Passionate, competitive and intellectually curious
Up to 15% travel time may be required