Customer Experience Director job description template with skills and salary market rate

About this position

The Customer Experience Director is responsible for overseeing and enhancing the overall customer journey and satisfaction. Reporting directly to the Chief Marketing Officer, this role involves developing and implementing strategies to improve customer interactions, managing customer support teams, and analyzing customer feedback to drive continuous improvement in the company's products and services.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience.
• Lead and manage a team of customer service representatives to ensure exceptional service delivery.
• Analyze customer feedback and data to identify areas for improvement and develop action plans.
• Collaborate with cross-functional teams to align customer experience initiatives with company goals and objectives.
• Establish and monitor key performance indicators (KPIs) to measure customer satisfaction and loyalty.
• Conduct regular training sessions to educate employees on customer service best practices and ensure consistent service standards.
• Stay updated on industry trends and best practices in customer experience management.
• Oversee the design and implementation of customer feedback surveys and other feedback mechanisms.
• Drive customer-centric culture throughout the organization by promoting a customer-first mindset.
• Develop and maintain strong relationships with key customers and stakeholders to understand their needs and address any concerns.

Requirements

• Bachelor's degree in business, marketing, or a related field
• Minimum of 8 years of experience in customer experience or customer service management
• Proven track record of successfully implementing customer experience strategies and initiatives
• Strong leadership skills with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and stakeholders

Skillset

Continuous improvement
Fishbone Diagram Total Quality Management
Customer Experience (CX)
Client Rapport Customer Contact Customer Loyalty Customer Retention Customer Satisfaction Customer Support
Customer Service
Complaint Management
Performance Management
Performance Management Team Effectiveness
Process Improvement
Flowcharts Process Improvement
Sales Admin & Operations
Sales administration
Verbal Communication
Oral Communication
Analytical thinking
Gathering information and data Identifying cause and effect relationships
Collaboration & Teamwork
Involving others in making decisions that affect them Placing team needs above individual needs
Communicating information
Active Listening Influencing and persuading others
Creative Thinking
Generating new ideas
Customer Orientation
Solving customer issues within timelines Understanding customer needs
Developing others
Enhancing individual and professional development Sharing knowledge, skills and expertise to others

Salary market rate for Customer Experience Director

🇮🇩 
Indonesia
20,000,000 - 50,000,000 IDR per month
🇹🇭 
Thailand
150,000 - 225,000 THB per month