Director, Customer Experience
Full-time opportunity
Greensboro, NC
SMART IT People has a full-time opportunity for a Director, Customer Experience in Greensboro, NC responsible for driving the development and execution of end-to-end customer experience program.
We are looking for a dynamic leader who can manage the full end-to-end customer experience by working cross functionally within the organization to drive actions and improvements.
Qualifications:
- Bachelor Degree in Business, Finance, Engineering or Commercial Fields. Masters degree or MBA is a plus
- 10+ years in customer facing roles in the commercial vehicle industry preferred
- Advanced working knowledge with Microsoft Office (PowerPoint)
- Excellent English (spoken/written) and presentation skills
Preferred Experience and Knowledge:
- Strong understanding of the commercial vehicle business
- Advanced understanding of distribution operations
- Strong interpersonal, communication, and consensus-building skills; ability to develop and manage relationships with leadership, stakeholders, and external partners.
- Ability to take ownership and initiative, think strategically, and execute tactically.
- Ability to plan, prioritize and organize effectively while handling multiple priorities and projects
Job descriptions:
- Drive customer experience mapping with understanding of key pain points for different customer segments and personas
- Complete view of customer experience and ability to communicate end-to-end view for company and Dealer Network
- Develop company-wide goals to improve customer experience
- Develop plans and initiatives with top-level executives and department heads that drive improvements in the Customer Experience
- Develop and manage end-to-end streamlined customer experience across all departments
- Conduct research to understand customer behavior and preferences
- Provide Consistent Feedback and Voice of Customer throughout entire organization
- Identify problem areas (OEM and Dealer) and find solutions to improve
- Develop steps to close gaps on CX and BX
- Ongoing internal training for employees for CX and BX
- Develop external dealer training on our CX and BX strategies
- Motivate team members and dealer management to meet CX and BX goals
- Develop internal training for Brand Experience. All new employees to attend BX training at CC and LVO
- Monitor key Customer Metrics (Customer retention, Lifetime value, Customer Satisfaction, NPS and additional as needed)
Critical Competencies:
- Excellent cross functional leadership skills
- A strong understanding of what drives a great customer experience in the commercial vehicle business
- Functional expertise in three or more of the following areas:
- Commercial/sales
- Product management
- Services and solutions
- Distribution of capital goods
- Strategy
- Process management
- Continuous improvement
To apply, please send your resume in MS Word format to alice@smart-itpeople.com with job title in subject line.