What are the responsibilities and job description for the Director of Customer Experience position at Client Command®?
Client Command is the automotive leader in turning Active Shoppers® into real customers. Using the Active Shopper Network®, we monitor the entire internet to pinpoint Active Shoppers® for dealerships and vendor partners. Our data can power Audiences, Data Enrichment, Market Analytics, and so much more!
Client Command has an exciting opportunity for Director of Customer Experience. We are seeking a dynamic and experienced leader of Customer Experience, who will be responsible for the voice of the customer/client partnered with the retention of clients, their performance, strategic growth as a member of the revenue division, and voice into the execution of Client Command. This person reports to the CRO and partners closely with the senior leadership team and department leaders in supporting the customer voice in processes, both client and staff tools, software, client & employee training, and analytics surrounding the CX experience for our clients.
Duties/Responsibilities
Client Command has an exciting opportunity for Director of Customer Experience. We are seeking a dynamic and experienced leader of Customer Experience, who will be responsible for the voice of the customer/client partnered with the retention of clients, their performance, strategic growth as a member of the revenue division, and voice into the execution of Client Command. This person reports to the CRO and partners closely with the senior leadership team and department leaders in supporting the customer voice in processes, both client and staff tools, software, client & employee training, and analytics surrounding the CX experience for our clients.
Duties/Responsibilities
- Lead a staff of Subject Matter Experts in client experience execution, operational and client tool support and project management as Client Command continues to grow and innovate its product offerings
- Foster collaboration and education across a cross-functional group of operations leaders, account owners and revenue generators, supporting the customer voice in executional delivery
- Participate in key customer relationships and participate in closing strategic opportunities
- Obtain and lead the customer experience & voice across all client verticals, direct, reseller, ad agencies, vendor partners, strategic partners and Automotive OEM clients
- Collaborate with cross-functional teams to support achievement of client retention targets
- Consistently deliver quality focused results, turning strategic vision into action with a focus on operational efficiency both internally and client side
- Foster a results-driven culture, promoting professional growth and development within the team
- Collaborate with internal and external stakeholders to develop and promote new product offerings in support of customer needs and market competitiveness
- Ensure client satisfaction by partnering with functional leaders in delivering exceptional service and support, addressing escalations and issues promptly and effectively
- Oversee the integration and utilization of data and technology to enhance internal and dealer tools, deliver performance and track results
- Ensure compliance with industry standards and regulations, maintaining the highest levels of transparency, trust and integrity with clients and partners
- 5 years of team management experience
- Experience in customer service
- Proven track record leading, growing and fostering customer voice in product and operational execution
- Excellent analytical, problem-solving, and decision-making skills
- Exceptional leadership and management skills
- Effective communication and negotiation skills
- Demonstrate a detail-oriented focus with the ability to work effectively in a collaborative team environment, and independently as required
- Strong leadership skills with the ability to motivate and inspire a high-performance team
- Proficient in analyzing sales data to drive decision-making processes
- We offer a hybrid/remote work environment. Must be able to work EDT hours.
- 100% company-sponsored health insurance starting on your first day of employment
- 401k
- Paid Time Off (starting at 15 days per year)
- Volunteer Time Off (one paid day off per year to volunteer)
- 10 paid holidays
- 9x winner of Inc. 5000’s “America’s Fastest-Growing Privately Held Companies in the U.S.”
- As a 5x “Best Places to Work” award recipient, we seek driven candidates who want to be part of a top-notch, unique corporate culture and a winning team
- Our core values: Integrity, Results, Service, Determination, Teamwork, Work-Life Balance, Creativity, Professional Growth, Innovation/Progress and Professionalism
- Learn more at www.ClientCommand.com