Job Description

Pay Rate

$113,300.00 per year to $150,000.00 per year

Telecommute Status

Hybrid

Announcement

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:



PRIDE Industries



Job: Customer Experience Director

Job Code: AA144 - PR-CustomerExperience Dir

HR Title Group: Sales and Marketing

Salary Grade: E20

FLSA Status: Exempt

Approval Date: August 2023

SUPERVISES:

There are no direct reports with this position.

POSITION SUMMARY:

Under minimal supervision, the Customer Experience Director leads the development and implementation of company-wide initiatives that improve customer relations and brand loyalty based on industry standard CXM principles. The ideal candidate is a catalyst who enhances an organization\'s results by understanding, designing, and improving experiences in every stage of the customer journey. By using their leadership and planning skills, they develop goals that improve the customer experience. Employees in this job class are responsible for the progress of all departments across the organization, ensuring everyone is working to meet the established goals and objectives.

TYPICAL DUTIES:

1. *Work with the Chief Growth Officer to develop strategic direction and vision for the CXM initiatives that align with the corporate strategies and objectives;

2. *Develop and execute CXM implementation plans across the organization;

3. *Partner with department leads in the integration of CXM into their business operations and to unite in the pursuit of customer experience excellence;

4. *Lead regular CXM Governance meetings. Build trusted relationships with company stakeholders and industry business leaders to continuously develop better strategies for customer experience;

5. *Design and implement a continuous improvement protocol for identifying and addressing CX issues. Recommend business processes to be modified or updated based on understanding and responding to customer needs;

6. *Develop and provide training and tips for problem-solving, strategic thinking, and customer-orientation among PRIDE Industries customer facing teams to deliver a customer experience that exceed their expectations;

7. *Conduct ongoing research into customer behavior and preferences;

8. *Develop program and execute quarterly customer interviews, collect and analyze survey feedback and program metrics. Maintain enterprise-level CX scorecard and prepare and present findings to the organization\xe2\x80\x99s senior leadership and CX Governance Board;

9. *Design and manage the "surprise & delight" and \xe2\x80\x9cwow\xe2\x80\x9d moments schedule and budget across divisions. Celebrate and report achievements;

10. *Develop and manage system for customer CX outreach emails and visit schedule;

11. *Partner with HR to address any CX-related employee pain points;

12. *Organize Annual Customer Day (CX Day)\xe2\x80\x94all customers come to meet and learn from each other and participate in best practice workshops;

13. *Design and organize Employee Gratitude Day\xe2\x80\x94everyone who touches the customer meets to exchange pain points, technology used, and any other best practices;

14. *Design and organize Tech Days where IT reports on all available technology and its functionality for CXM support;

15. *Manage the customer survey tool, monitor and respond to CXM@prideindustries.com emails;

16. *Attends seminars, workshops, and conferences to enhance subject matter expertise;

17. Performs other duties and special projects as assigned.

• Denotes Essential Job Function

MINIMUM QUALIFICATIONS:

- Ten or more years of leadership experience in customer service, marketing, hospitality, or related field, and working within multi-business lines;

- Firm grasp of business strategies, strategic plan development, and initiative execution;

- Working knowledge of CXM principles;

- Exceptional customer service skills and experience collaborating with multi-disciplinary teams

- History of building consensus, coalitions and partnerships effectively cross-departmentally to align around and achieve shared goals;

- Exceptional verbal and written communication skills with all levels of an enterprise organization. Strong experience preparing and presenting to executive leadership;

- Advanced data analysis skills, and ability to identify trends, outliers, correlations, and reconciliation needs across large data sets;

- Ability to comprehend complex IT systems and their relationship to customer related data and insights. Monday.com, CRM, and Survey Monkey proficiency.

- Demonstrated practice of empathy, active listening, and compassionate communication techniques;

- Initiative-taking critical thinking skills: looking at each part of the customer-engagement process to determine what\xe2\x80\x99s working and what PRIDE Industries needs to improve;

- Strong knowledge and experience in process creation/management and continuous improvement;

- Ability to establish priorities and solve a wide range of business, operational, and strategic management problems;

- Flexibility to respond to changing work priorities and manage numerous projects at the same time.

EDUCATION REQUIREMENTS:

Bachelors in Business Administration or related field
A comparable combination of formal education and work experience will be considered.

CERTIFICATES REQUIRED:

The following licenses or certificates may be required depending on local, state and/or contract requirements:

Not Applicable

PHYSICAL REQUIREMENTS:

Employees may experience the following physical demands for extended periods of time:

• Sitting (70-75%)

• Standing and/or walking (20-25%)

• Keyboarding (70-75%)

• Viewing computer monitor requiring close vision (70-37%)

WORK ENVIRONMENT:

Work is performed in a office/home office environment a majority of the time. Occasional travel is required. Employees may be required to work in excess of 8 hours in a day and/or 40 hours per week.

DISCLAIMER:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor\xe2\x80\x99s instructions and to perform the tasks requested by their supervisors.

At PRIDE, we make a difference in the lives of many, one job at a time.

How to Apply

If you are interested in working for this unique organization that blends business with a social mission, please apply online at . PRIDE Industries is a VEVRAA federal contractor committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, or veteran status. Visit our website to learn more!

PRIDE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor\xe2\x80\x99s legal duty to furnish information. 41 CFR 60-1.35(c)

PRIDE will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of all federal, state, and local laws.

PRIDE Industries