Customer Experience Director
About the role
The Airgas Central Division/Intermountain Region is seeking a Region Customer Experience Director (RCXD) to improve the customer experience and reduce customer churn. The RCXD will implement best practices and procedures, drive customer experience initiatives, and lead change management projects.
Responsibilities
- Implement best practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment.
- Optimize each step of the customer journey.
- Create and maintain an effortless customer experience resulting in increased customer loyalty, advocacy and increased purchases.
- Drive Customer Experience initiatives within the region.
- Work directly with region Area Branch Operations Coordinators (ABOCs) and branch personnel to improve customer experience, customer stick and ease of the order to cash process, and reduce churn.
- Identify customer life cycle issues and lead change management projects both at branch and region levels.
- Lead the region's efforts to minimize/eliminate dispute creation in the field and work collaboratively with the BSC CX team to resolve open disputes and improve branch processes impacting the customer experience (i.e. customer onboarding, order processing, fulfillment, etc.).
- Identify knowledge gaps in the field that are directly related to transactional accuracy/integrity and the Customer Experience and deliver targeted training (with ABOC’s).
- Partner with Division Talent Management and Region Leadership to develop CX oriented material for use in new associate recruiting, onboarding, developing, and sustaining.
Requirements
Required Qualifications:
- Strong leadership skills to lead and direct others (locally and virtually); ability to communicate effectively on a regular cadence to senior executives regarding strategies, goals, and status; collaborative and strong ability to connect and influence multiple leadership levels.
- Strong proficiency in Google and Microsoft Office (Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets, and Hangouts).
- Functional understanding of ERP systems and customer lifecycle management (account creation, sales transactions, collections); understanding of the Central Division Branch Operations Dashboard and critical metrics; experience with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems.
Preferred Qualifications
Education: Bachelor’s degree in business management, marketing, or a related field.
Benefits
Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents: We offer up to 14-week paid child birth benefits to support growing families. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access: Your benefits start after just 30 days of employment.
Pay
$115,000 – $130,000 Annual
Schedule
N/A
Skills
Not specified
Benefits
Comprehensive family benefits including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents: Up to 14-week paid child birth benefits. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access: Benefits start after 30 days of employment.
Qualifications
Not specified
Skills
Not specified
Benefits
Comprehensive family benefits including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents: Up to 14-week paid child birth benefits. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access: Benefits start after 30 days of employment.
About Airgas
Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare.
Equal Employment Opportunity Information
We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment.
California Privacy Notice
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