Head of Customer Experience (Buffalo based)

We are currently seeking a Head of Customer Experience based in Buffalo, New York. As the Head of Customer Experience, you will play a critical role in defining and implementing strategies to enhance the overall customer experience and drive customer satisfaction.

To learn more about our executive recruitment and headhunting services in Buffalo, New York, please visit our page: https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-buffalo/

Responsibilities:

• Develop and execute a customer experience strategy that aligns with the company's overall objectives.
• Define and implement customer experience standards and ensure their adoption across all customer touchpoints.
• Identify and analyze customer insights and feedback to drive continuous improvement and enhance customer satisfaction.
• Collaborate with cross-functional teams to identify and address pain points in the customer journey and develop solutions to improve the overall experience.
• Establish metrics and KPIs to measure and monitor customer satisfaction, loyalty, and advocacy.
• Lead and inspire a team of customer experience professionals to deliver exceptional service and exceed customer expectations.
• Stay up-to-date with industry trends and best practices in customer experience management.

Requirements

• Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
• Proven track record in leading and driving customer experience initiatives in a leadership role.
• Strong understanding of customer experience principles, methodologies, and best practices.
• Exceptional analytical and problem-solving skills.
• Strong leadership and communication skills.
• Experience in effectively managing and developing a team.
• Ability to influence and collaborate with cross-functional teams.
• Proficient in customer experience software and data analysis tools.
• Prior experience in the service industry is preferred.

Benefits

• Remote Work

• Permanent Position
• 30-Day Paid Leave
• 5-Day Work Week
• A competitive salary, reflective of your experience
• Health insurance coverage