Director of Customer Experience Job at Wipfli - Human Resource Consulting
We are assisting our client, Cherry Optical Lab, with the recruitment and selection of a Director of Customer Experience. Cherry Optical Lab is a leader in manufacturing optical lenses and is obsessed with two things: 1. Making the world's best lenses & 2. Making the world's happiest people. (Our Team Members, our customers, and their patients.) The Director of Customer experience will oversee all aspects of the customer experience, including customer service, sales and marketing.
Principal Duties and Responsibilities:
- Work with Customer Service Manager to ensure internal and remote customer service teams effectively answer questions from accounts about our products, services, and promotions.
- Manages a team of Sales Representatives to grow new and existing business.
- Sets goals and objectives and communicates those to the team.
- Implements new technologies that improve the customer service experience.
- Maintains Cherry’s brand image by managing the organization’s public image as well as reputations with customers.
- Manages marketing campaigns to increase awareness of products or services in target markets.
- Establishes strategic partnerships with vendors and suppliers to improve the effectiveness of the company’s offerings.
- Works with executive management to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups.
- Develops and implements training programs for team members to improve customer service skills and knowledge of company policies.
- Develops strategies to increase customer loyalty by improving customer satisfaction levels or reducing churn rates.
- Maintains the confidentiality of business, management and team member information
- All other duties as assigned
Knowledge, Skills, and Abilities:
- Preferred: College degree in management or related course
- Required: 5+ years of customer support, sales and leadership experience
- Prior optical experience is preferred but not required
- Demonstrated leadership and people management abilities
- Models a positive attitude and an approachable demeanor
- Strong verbal and nonverbal communication skills
- Good at training others
- Excellent organizational skills
- High level of attention to detail
- Excellent attendance record
If you are an enthusiastic leader who prides themselves on providing world class customer service and would like to learn more about this opportunity, please submit your resume via our client application portal.
An Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
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