Director of Customer Success

About the Job

Companies that win in today’s economy do it because they are exceptional at customer experience. At Modere, we are creating a best-in-the-world brand that will win. Does creating “WOW” experiences for customers get you up in the morning? Can you lead and inspire others to have the same passion? If so, we are looking for you!

What you will be Doing

• Direct and oversee all aspects of the company’s customer service policies, objectives and initiatives.
• Use data analytics to recognize gaps in the customer experience path.
• Develop programs and communication techniques to improve customer lifetime value.
• Create meaningful customer journey maps for all customer segments.
• Create defined purchase and experience paths for each segment that include educational opportunities and other key relationship building activities.
• Implement human touchpoints at key moments in the customer lifecycle to raise brand awareness and increase customer retention.
• Oversee customer issues and ensure effective long-term problem resolution.
• Monitor programs to ensure on-time delivery and customer satisfaction.
• Set performance standards to meet service goals of company.
• Coach Customer Service team in order to achieve high performance.
• Develop training agenda for department members.
• Develop, implement and manage monthly, quarterly and annual metrics for the team.
• Measure Customer Service Representative performance and makes employment decisions.
• Provide feedback to management team regarding service failures or customer concerns.
• Assist Customer Service Representatives in troubleshooting orders that require special handling.
• Respond to customer inquiries and problems in a professional manner.
• Provide strategic direction, leadership, mentoring, training and performance management to the team.
• Act as project leader for customer service/customer experience related projects.
• Support and encourage a customer-first mentality.
• Other related duties as assigned.

Skills and Experience we would like to see

Bachelor’s degree in business administration, marketing, communications or related field. 10 year’s experience managing a Call Center.

• Excellent leadership, communication, interpersonal, customer service, organizational and project management skills.
• Capable in building, growing and leading teams.
• Expertise in scaling customer success operations for high volume organizations.
• Strategic and operational expertise in improving the customer experience and customer retention.
• Ability to create data points that demonstrate gaps in the customer path and then create programs to address those gaps in a way that increases customer lifetime value.
• Ability to understand customer segmentation and create experiences for each segment that increase customer purchase habits.
• Capable in hiring, on boarding, mentoring and developing high performance teams.
• Capable of hiring, developing and managing leadership staff with the Call Center.
• Capable of representing the Customer Experience capabilities, resources and constraints in strategic, leadership and operating discussions.
• Ability to create an environment in which teammates are engaged and feel supported in their professional and personal development – build a sense of fun and team.
• Understands budgets and operating metrics.
• Demonstrated experience working with marketing, operations, and IT to integrate customer service systems.
• Strong knowledge of best practices/awareness of processes, metrics, structures that lead to successful Call Centers.
• Must display an intellectual curiosity that would lead to experimentation and improvement upon current practices and processes and stretch to wear multiple hats, as expected by an entrepreneurial-minded organization.
• Ability to change culture to new/improved Customer Experience culture.
• Experience developing Customer Experience/Loyalty programs.
• Presentation skills and ability to convey messages clearly and effectively to small and large groups.
• Must be independent, driven, willing to drive to action, accept feedback and course correct.

Job Type: Full-time

Education:

• Bachelor’s (Preferred)

Additional Compensation:

• Store Discounts

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Professional development assistance
• Tuition reimbursement

This Company Describes Its Culture as:

• Detail-oriented — quality and precision-focused
• Innovative — innovative and risk-taking
• Aggressive — competitive and growth-oriented
• Outcome-oriented — results-focused with strong performance culture
• Stable — traditional, stable, strong processes
• People-oriented — supportive and fairness-focused
• Team-oriented — cooperative and collaborative