Customer Experience Manager

Customer Advocacy Director Role

This role is responsible for managing and overseeing the operations of our customer experience team, representing the heart of our global customer experience operation. The director will be accountable for developing and implementing the strategic vision and operational plan for customer advocacy, while identifying opportunities to enhance capabilities that align with broader business objectives.

• The director will oversee the design and delivery of engaging events and initiatives that effectively communicate our value propositions, collaborating with cross-functional teams to create customized content and presentations that resonate with our audience.
• Building and maintaining strong relationships with key stakeholders to understand their needs and expectations, facilitating high-level discussions during sessions to foster meaningful interactions among participants.
• As a team leader, mentor, and guide team members, promoting a culture of collaboration, innovation, and excellence, providing training and development opportunities to enhance the skills and performance of the team.
• Operational management, overseeing daily operations to ensure a seamless and professional experience for all participants, including managing the budget and planning and forecasting for events and initiatives.
• Establishing metrics to evaluate the effectiveness of events and initiatives, leveraging data to drive continuous improvement, gathering feedback from participants to refine and enhance future experiences.
• Collaborating with various departments to ensure alignment on messaging and goals, and coordinating with external vendors and partners to support events and initiatives.

Basic Required Qualifications:

• A minimum of 12+ years of experience in customer-facing roles, demonstrating a strong track record of success in building and maintaining client relationships, with at least 3+ years in a leadership position managing teams either regionally or globally.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence senior stakeholders and external customers, fostering collaboration and trust.
• Proven experience in Professional Services, Marketing, or Events, with a strong understanding of customer advocacy and engagement strategies that drive business growth and enhance customer satisfaction.
• Ability to thrive in a fast-paced, dynamic environment, demonstrating agility and resilience while navigating through ambiguity and changing priorities.
• Strong analytical and problem-solving skills, with the capability to develop data-driven insights that inform strategic initiatives and improve customer experiences.
• Proficiency in project management, with experience in leading cross-functional teams to deliver high-impact programs and initiatives on time and within budget.

Our Benefits Include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It's not just about you. We have perks for your partners and little ones, too, with some best-in-class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

At our organization, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.