Director, Customer Experience – Global Strategy and Operations
Join arenaflex, a global leader in smart, healthy, and sustainable buildings, as we reimagine the performance of buildings to serve people, places, and the planet. As a Director of Customer Experience, you will play a pivotal role in developing and implementing a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth. If you are passionate about delivering exceptional customer experiences and have a proven track record of driving business growth, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a forward-thinking organization that is committed to making a positive impact on the world. Our mission is to reimagine the performance of buildings to serve people, places, and the planet. We strive to provide our employees with meaningful work projects, learning opportunities, and a supportive work environment that fosters growth and development. Our company culture is built on the principles of empowerment, collaboration, and innovation, and we are committed to creating a workplace where everyone feels valued, respected, and inspired.
What We Offer
At arenaflex, we offer a comprehensive benefits package that includes:
- Competitive salary
- Paid vacation/holidays/sick time - 15 days of vacation first year
- Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
- Extensive product and on-the-job/cross-training opportunities with outstanding resources
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
What You Will Do
As a Director of Customer Experience, you will be responsible for developing and implementing a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth. Your key responsibilities will include:
- Developing a global customer experience strategy that aligns with arenaflex's business objectives and customer needs
- Establishing a clear target customer journey that enhances customer interactions at every touchpoint based upon market-back customer insight and research
- Collaborating with cross-functional teams to prioritize and implement customer experience initiatives across the enterprise
- Developing metrics and KPIs to measure the effectiveness of customer experience efforts and drive continuous improvement
- Creating and overseeing the design of integrated customer experiences that span multiple business units, ensuring a cohesive and seamless experience for customers
- Analyzing customer data and research to develop detailed global customer profiles based on needs, preferences, and behaviors
- Utilizing these profiles to inform the customer journey and drive strategic decision-making
- Facilitating alignment among commercial, service, operations, and billing teams to ensure a unified approach to customer experience
- Championing customer-centric practices within the organization, fostering a culture that prioritizes customer outcomes
- Building strong relationships with key stakeholders to advocate for customer experience initiatives and secure necessary resources
- Presenting insights and recommendations to executive leadership to influence strategic direction
What We Look For
To be successful in this role, you will need to have:
- A Master's degree in business administration, communications, or other relevant field
- Project Management certifications and other relevant certifications (e.g., Six Sigma)
- A strong track record of developing and executing customer experience strategies that drive business growth and customer satisfaction
- Excellent analytical skills with experience in customer insights and data-driven decision-making
- Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels
- Experience in designing cross-functional processes that enhance customer interactions and simplify operations
- A minimum of 7 years of experience in Voice of Customer and Customer Experience Measurement
Performance Criteria
To measure your success in this role, you will be evaluated on the following performance criteria:
- Develop global customer profiles/segments and customer journeys
- Define key metrics and KPIs to measure effectiveness of customer experience efforts across the enterprise
- Provide customer design support for Solution Navigator/Customer Portal
Preferred Qualifications
While not required, the following qualifications are preferred:
- Proven experience in Process or Continuous Improvement
- Certification in Lean Six Sigma, PMP, or other relevant methodologies
Why Join arenaflex?
At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. Our company culture is built on the principles of empowerment, collaboration, and innovation, and we are committed to creating a workplace where everyone feels valued, respected, and inspired. We offer a comprehensive benefits package, including competitive salary, paid vacation, comprehensive benefits, and extensive product and on-the-job/cross-training opportunities.
How to Apply
If you are passionate about delivering exceptional customer experiences and have a proven track record of driving business growth, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law. Apply for this job