Customer Experience Deputy Director

• CEC: Customer Experience Center
• Overseeing day to day activities run smoothly and efficiently. Accountable for leading operational areas and promoting an environment of creativity and ideation. Foster a workplace culture of open communications and partnerships among colleagues who challenge each other for optimal results.
• Take ownership for strategic level initiatives from inception to implementation.
• Develop leaders, set high goals for team, build robust development plans and take bold action to ensure we have a strong and diverse leadership team.
• Proactively identify and research issues exercising creative and consultative business problem solving methods.
• Monitors and reports on implementation, raising issues to CEC Director for quick and effective resolution.
• Understand and implement our customer service policies, objectives, and initiatives.
• Improve and keep track of KPI’s and ensure SLA’s are being met daily
• Can Analyze SalesForce and other CE-related-system data. Develop and produce concise reports with insights and recommends actions. Reviews capabilities within CEC systems and departments to evaluate feasibility of recommendations.
• This role is not only critical to delivering the best possible experience for our customers, but also instrumental for helping CEC continually achieve high levels of efficiency, high performance and employee engagement.
• Maps current and potential customer’s journeys and experiences with Sendo CEC goals
• Accountable for the achievement of CEC members experience, loyalty, and business financial goals.
• Conducts quantitative and qualitative analyses of customer feedback using leading practice research and analytics methodologies.
• Applies broad knowledge of leading practices, business challenges, and consumer business models to identify trends, competitive advantages, pain points and risks—not just historically, but proactively where possible—to create perspective in the area of Customer Experience and to help drive loyalty and retention.
• Champion an elevated understanding of customer behavior, segmentation and specific areas of opportunities across the organization. Collaborates across Sendo departments to ensure approved plans are implemented, including systems and procedures, pilots/tests, employee communications and training, and member communications as needed. Facilitates discussion and decisions to implement action plans. This individual will work with stakeholders to develop and implement action plans across the organization. Evaluates outcomes and results after implementation, and reports on them to Director
• Create and deliver insightful presentations that summarize complex analyses and inform business decisions.
• May perform other duties as assigned

• 8+ years related work experience with customer experience, some of which can be within a ecommerce, logistics or financial institution.
• Comprehensive experience understanding customer experience analytics.
• Experience successfully managing cross-functional projects, including systems and procedural changes.
• Demonstrated experience in transforming raw data into meaningful information.
• Experience with digital and/or mobile products.
• 8+ years of people management experience with demonstrated ability to deliver results and develop talent including coaching and leading managers.
• Established personnel management track record of hiring, motivating and developing leaders.
• Demonstrated commitment to customer service and quality improvement methods.
• Sound understanding of technology to drive enhancements to service models.
• Proven ability to think strategically and respond tactically in a dynamic environment.
• Proven critical thinking skills.
• Strong collaboration skills; demonstrated ability to partner with cross-functional business areas to achieve results with multiple and diverse priorities.
• Proven ability to plan, organize, motivate, influence and negotiate.
• Ability to effectively work in a team environment with solid team building skills
• Strong analytical ability.
• Outstanding interpersonal, verbal and written communication skills. Verbal skills particularly important in order to inform, negotiate, motivate and persuade.
• Proven success in setting organizational vision/strategy and leading organizational change
• Has built a strong remote customer service team for other businesses and has success stories to share.
• Can implement new ideas and processes to improve our customer service and customer retention.
• Is dedicated to our company only, this is a full time position.
• Has experience with high volume of email and can implement new methods to improve our response time & make our team as efficient as possible.
• Has experience with SalesForce, Zendesk, Call Center setup

- Follow the company's regulations

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