Director of Customer Experience

3 weeks ago

Cape Town, South Africa Proactive Recruitment Full time

Job description
Our client is an industry-leading digital marketing agency serving American and Canadian optometric practices. We are a virtual company, employing a global team of Web Development, SEO, Marketing, Sales and Customer Support experts.
We want to hire an experienced and efficient Director of Customer Experience to lead our customer-facing service delivery teams. This includes our dedicated team of marketing account managers and our onboarding and success teams. The main responsibilities include creating policies to enhance the customer experience, overseeing all aspects of the client service teams (Content, Design, PPC), ensuring that the client service team is delivering successful products to our clients, and setting the vision for goals to be achieved.

People management - supervise, train and mentor team members.

Coordinating with other departments in the organisation to meet client needs.

Monitor project progress and performance against established milestones, timelines, and budgets.

Facilitate resolution of any issues or challenges that may arise during the course of a project.

Stay abreast of industry trends and developments and share relevant insights with clients and team members.

Help develop and implement processes and systems to improve efficiency and effectiveness across the team.

**Requirements**:
Proven experience in managing a team of at least 15 service delivery professionals.
Strong leadership skills and the ability to motivate and inspire team members.
Excellent communication and interpersonal skills.
4+ years of experience in Digital Marketing.
3+ Years experience working in an agency.
A customer-focused mindset and a commitment to delivering high-quality service.
Experience in developing and implementing service delivery strategies.
The ability to analyze data and use insights to drive improvements in service delivery.
A track record of meeting or exceeding service level agreements.
Familiar with "Jobs to be done" or similar frameworks.
Experience with managing account managers.
Experience with improving client satisfaction.
Ability to create sales opportunities while serving existing clients.
Knowledge of market research techniques.
Working knowledge of CRM software.
Understanding of budgeting and reporting.
Exceptional interpersonal skills.
Excellent organizational, negotiation, and leadership skills.
Outstanding critical thinking and problem-solving skills.

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