Customer Engagement Director Role Overview
This key leadership position oversees the recruitment, development, and retention of a high-performing Customer Engagement team. The role is responsible for aligning with the company's mission, vision, and strategic objectives.
Responsibilities:
* Lead the design and execution of customer engagement and support strategies across the company's full portfolio.
* Champion Customer Engagement excellence by building and retaining a team with a strong customer-first mindset aligned with core values.
* Use analytics and KPIs to drive innovation and continuously improve customer experience.
* Develop and execute dynamic customer engagement strategies that balance empathy, quality, productivity, performance management, and cost efficiency.
* Recruit, train, and retain critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunities.
* Inspire, coach, and mentor team members to foster collaboration, continuous learning, and high employee engagement.
* Plan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance/behavioral issues.
* Create consistent/high-value customer experience by developing scalable methodologies and best practices across the company's portfolio of products/services.
* Identify areas for improvement within the CE function, design targeted initiatives, and lead swift/effective execution.
* Serve as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities for improvement.
* Build strong connections between CE team, product/business verticals, and sales to deliver an optimized customer journey.
* Ensure timely, accurate, and consistent handling of all customer inquiries, escalations, and complaints.
* Partner with stakeholders to resolve support issues, address negative feedback, and implement improvements.
* Collaborate cross-functionally to share best practices and refine processes, policies, and workflows to better customer experience.
* Set, track, and report on performance goals and metrics on a weekly monthly and annual basis.
* Establish customer-focused policies and procedures that balance satisfaction with expense management.
* Expand team support coverage across time zones based on demand and business needs.
Key Performance Indicators (KPIs):
* Customer satisfaction ratings.
* First contact resolution rates.
* Resolution times.
* Net promoter scores.
* Escalation rates.
* Team member engagement and retention rates.
Requirements:
* Bachelor's degree in Business Administration or related field.
* Minimum 5 years of experience in customer-facing roles.
* Proven track record of delivering results-driven customer engagement strategies.
* Excellent communication, leadership, and interpersonal skills.
* Able to work effectively in a fast-paced environment.