Director, Customer Experience

Job Title: Director, Customer Experience

Department: Sales/Operations

Reports To: COO, US

FLSA Status: Exempt

Hybrid- Charlotte, NC

Position Summary

The Director of Customer Experience oversees the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. They use their leadership and planning skills develop goals that can help improve customer experience. This role is responsible for overseeing the progress of various customer facing departments, ensuring attainment of established goals and objectives.

Contribution

Leadership of the CX teams and cross-functional partnerships, through a customer focused lens, will facilitate both internal and external excellence, resulting in best-in-class service. This role requires an analytical approach, planning, strong leadership and coaching of the management team, to facilitate development of high performing teams, which will distinguish us from the competition.

Key Responsibilities

• Create and articulate the business unit vision for Retail Customer Experience, Order Fulfillment, & Warranty, incorporating input from key stakeholders
• Create company-wide goals for improved customer experience
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement
• Conduct research to find out more about customer behavior and preferences
• Build a streamlined customer experience across all departments
• Determine ways to increase customer satisfaction and build brand loyalty
• Identify internal problem areas and find solutions
• Partner with stakeholders and business leaders to develop strategies for customer experience
• Collect and analyze data to make well-informed business decisions
• Gather feedback, such as surveys, from customers to learn more about their experience with the company
• Motivate team members to meet company goals and push for success
• Partner with stakeholders, in all departments, to better assess and understand what is required to create and maintain a best-in-class experience
• Partner with cross- functional teams to ensure that business and customer experience requirements are understood, and appropriate execution and support strategies are implemented
• Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
• Work with the CX team in helping to resolve escalated customer issues, as needed
• Collect, track, and report performance results & measure improvement
• Source relevant background materials and information necessary to develop customer care programs
• Establish metrics, goals, and reporting to measure impact of Customer Experience initiatives and enable optimization
  
  

Requirements:

Qualifications

• Bachelor's degree in relevant area of study (e.g., Human Resources, Business, Communications, Marketing)
• Minimum seven (7) years’ proven experience developing and executing a customer experience strategy with a focus on improved customer satisfaction
• Exceptional written, oral, interpersonal, and presentation skills and the ability to effectively interface with senior management and staff
• Excellent ability to develop, mentor, & coach
  
  

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Strategic thinking
• Operational effectiveness
• Customer focus; empathy
• Effective listening
• Project management & process simplification
• Problem solving
• Business acumen
• Influence & motivation
• Adaptability
• Data-driven mindset
• Organization
• Communication
• Relationship building; diplomacy
• Decisiveness/Independence
  
  

Success Factors

• Regional revenue achievement
• Demonstrated improved customer experience
• Team KPI achievement: e.g., call response management, delivery of orders by promised date (OnTime in Full – OTIF), accuracy/audit criteria
• Effective leadership & cross-functional relationships
• Consistent demonstration of CS Values & Behaviors
  
  

Stakeholder Relationships

• Internal Stakeholders: Sales, senior leadership team, Operations, Accounts Receivable, direct/indirect reports
• External Stakeholder: Customer
  
  

Decision Making Authority

Decisions related to the overall strategy & function (people/processes) of the CX teams to include business vision, department goals, customer care programs. Operation within assigned authorized budget & annual operating plan (AOP).

Working Conditions

• Manual dexterity required to operate telephone, computer, and peripherals.
• Interacts with employees, management, and the public at large
• Travel to various regions required (approximately 25 – 50%)
  
  

In this role you will show leadership and initiative and will demonstrate an entrepreneurial spirit along with creativity and self-motivation. You must be able to work independently and must have the capacity to manage multiple initiatives, simultaneously. As a high performer you will consistently be able to bring projects to full completion without close supervision.

Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Caesarstone US complies with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment.

Employment with Caesarstone US may be contingent upon completion of background check, drug test, execution of an employment agreement, or any other contingencies the employer may require.

Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.

We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Our Company Values

• People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.
• Accountability: Together, we take ownership of our actions, business, and future.
• Innovation: We are committed to fresh thinking and breakthrough ideas that create value.
• Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements