Director of Customer Experience

Job Title: Customer Experience Director

Job Description:

As the Customer Experience Director, you will lead a dedicated team of Customer Experience Agents while overseeing highly detailed, customer-facing processes. Your core mission will ensure that every interaction with Mecum Auctions is smooth, efficient, and exceptional for our customers and internal teams.

The ideal candidate brings strong leadership experience, proficiency in Salesforce, exceptional attention to detail, and a collaborative mindset. You should be skilled at analyzing complex business processes and identifying opportunities for meaningful improvement that enhance the overall customer experience.

Key Responsibilities:

• Manage a team of approximately 12 Customer Experience Agents, providing daily guidance and leadership to ensure exceptional customer service.
• Coach and support the team to deliver professional customer service across all channels, including phone, in-person, and digital interactions.
• Develop a comprehensive understanding of customer-facing processes, particularly the Salesforce technology that supports these processes.
• Establish strategic, in-depth KPIs to proactively identify performance gaps and lead impactful change/improvements directly within the team and across the organization.
• Maintain a deep understanding of the DMV Titling landscape to assist with related matters.
• Build strong working relationships with department heads and staff, particularly in Sales, Accounting, Titles, and IT, ensuring smooth and efficient communication and collaboration across teams.
• Ensure that every aspect of doing business with Mecum Auctions is seamless and effortless for all parties involved.

Requirements:

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5 years of management experience.
• A career-oriented individual who is truly motivated and driven by leading highly impactful initiatives.
• Excellent communication and collaboration skills with the ability to work cross-functionally with teams.
• High attention to detail with the ability to manage multiple tasks and priorities.
• Ability to work independently with minimal supervision.
• Extensive Salesforce (or similar CRM) experience is highly preferred.

Job Type: Full-time

Pay: From $72,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Application Question(s):

• Do you have three or more years of experience working with a customer relationship management (CRM) system?
• Have you managed a team of employees for over three years?

Ability to Commute:

• Walworth, WI 53184 (Required)

Ability to Relocate:

• Walworth, WI 53184: Relocate before starting work (Required)

Work Location: In person

Salary : $72,500