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Customer Experience Director

Customer Experience Director

Stanley Executive Search, IncMunich, Bavaria, Germany
Vor 23 Tagen
Stellenbeschreibung

Key Responsibilities :

  • Oversee and enhance all customer experience functions within the E.U.

market to ensure alignment with global and E.U. customer experience

strategies and objectives.

  • Lead and manage the customer experience team in the E.U., including

    • customer service, after-sales support, and customer feedback

    management.

  • Develop and implement customer experience strategies to drive customer

    • satisfaction and loyalty in the E.U.

  • Monitor and analyze customer feedback and metrics to identify areas for

    • improvement and drive continuous improvement initiatives.

  • Collaborate with sales, marketing, and product development teams to

    • ensure a seamless customer journey from pre-purchase to post-purchase.

  • Oversee the management of customer complaints and issues, ensuring

    • timely resolution and customer satisfaction.

  • Foster a strong customer-centric culture within the E.U. team and ensure

    • effective communication of customer needs and expectations.

  • Represent the E.U. customer experience in global leadership meetings,

    • providing insights and recommendations for improvement.

    Qualifications :

  • Proven senior leadership experience in customer experience management,

    • preferably in consumer electronics, action sports, outdoor, or TMT

    industries with a focus on cycling.

  • Strong understanding of the E.U. market, particularly Germany and the

    • Netherlands., and its customer expectations and preferences.

  • Excellent strategic thinking, leadership, and communication skills to drive

    • customer experience initiatives.

  • Experience managing cross-functional teams and BPO team in a fast

    • paced environment to ensure seamless customer service.

  • Skilled in handling customer feedback and metrics analysis to drive

    • continuous improvement.

  • Ability to work collaboratively with global teams and stakeholders to

    • ensure a consistent customer experience across markets.

  • A deep understanding of omnichannel customer experience management

    • is a plus.

  • Fluency in English and German is a must. Proficiency in additional

    • European languages (Dutch, French, Spanish) is a plus.