Head of Customer Experience

Duff and Meadows Limited

Customer Service & Support

Responsibilities:

• Develop and sustain long-term relationships with clients, ensuring their continued satisfaction with our company offerings.
• Oversee the onboarding of new clients, providing comprehensive training on company systems and ensuring a smooth transition.
• Conduct periodic customer health checks and review customer satisfaction survey results to identify areas for improvement.
• Coordinate with the technical team to address any issues or concerns customers may have with their solutions.
• Act as an advocate for customer needs within the company, influencing product development and service enhancements.
• Implement strategies to enhance the sensory appeal of all client interactions with the company, ensuring that experiences are engaging, intuitive, and memorable.
• Manage the presentation and ambiance of our experience centers to deliver a consistent and high-quality sensory experience that aligns with brand values.
• Ensure that digital touchpoints, such as the website, phone line, email, and social media platforms, are optimized to provide an interactive and sensory-rich experience.
• Collaborate with marketing, sales, and technical teams to maintain a cohesive customer journey that reflects our commitment to quality and innovation.
• Prepare and present regular performance reports detailing customer engagement levels, satisfaction metrics, and the effectiveness of sensory experience strategies.
• Identify and execute opportunities for upselling and upgrades to existing customers.
• Recommend and sell client care plans that meet customer needs and enhance their success.
• Engage with customers proactively to encourage and facilitate referral business.
• Develop a comprehensive understanding of product offerings to create tailored value propositions.
• Monitor customer health metrics to strategize on maximizing customer lifetime value.
• Build and maintain strong relationships, fostering a network of customer advocates.
Ensure a positive customer experience that aligns with the company's service excellence standards.

Requirements:

• A minimum of a bachelor’s degree in business administration, customer experience, marketing, communications, or a related field.
• Minimum of 5 years of proven experience in client success, customer relationship management, or customer experience roles.
• Experience in managing end-to-end client relationships and implementing customer retention strategies.
• Exceptional interpersonal and relationship-building skills with a strong customer-first mindset.
• Proven ability to onboard new clients and conduct effective product/system training.
• Strong problem-solving skills with the ability to coordinate cross-functional teams to resolve client issues promptly.