Head of Customer Experience
Tutor · Watertown, MA · 2 wk ago
On-siteBusiness DevelopmentFull-time
About the role
The Head of Customer Experience will lead the customer service initiatives, ensuring high standards of customer satisfaction and loyalty.
Responsibilities
- Develop and implement strategies to enhance customer engagement and satisfaction.
- Oversee the customer service team to ensure efficient and effective problem resolution.
- Collaborate with cross-functional teams to align customer experience goals with broader business objectives.
- Monitor customer feedback and trends to inform product development and service improvements.
Requirements
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum 5 years of experience in customer service management or a similar role.
- Proven track record of improving customer satisfaction metrics.
- Strong leadership skills and ability to motivate and develop a team.
- Excellent communication and interpersonal skills.
Qualifications
- Experience with CRM systems and analytics tools.
- Knowledge of customer journey mapping and experience design.
- Ability to manage multiple projects simultaneously.
Skills
- Strategic thinking and planning.
- Customer-centric approach.
- Team management and leadership.
- Problem-solving and decision-making.
Benefits
- Competitive salary commensurate with experience.
- Flexible work schedule.
- Health insurance coverage.
- Employee discounts on products/services.
Pay
Salary is competitive and commensurate with experience.
Schedule
Full-time position with flexible hours to accommodate customer needs.
Watertown, MA