Head of Customer Experience and Retention

Head of Customer Experience and Retention

Job Overview: The Head of Customer Experience and Retention will lead the development and execution of strategies to improve customer satisfaction, loyalty, and long-term engagement. This senior leader will drive initiatives to optimize the overall customer journey, ensure the effective resolution of customer issues, and develop programs that enhance customer retention. Reporting to the Chief Marketing Officer, this role requires strategic vision, leadership skills, and the ability to collaborate with multiple departments to align customer experience efforts with business objectives.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field. Advanced degrees or certifications in customer experience management are highly desirable.
• Experience: 7-10 years of experience in customer experience, customer success, or a related field, with a proven track record of leading teams and driving customer satisfaction and retention strategies.
• Skills:
  • Exceptional leadership and team management abilities.
  • Strong strategic thinking and problem-solving skills.
  • Proficiency in customer relationship management (CRM) systems and analytics tools.
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to work collaboratively with senior executives and cross-functional teams.

Personal Attributes:

• Deep understanding of customer-centric strategies and a passion for enhancing the customer journey.
• Innovative mindset with a focus on driving positive change and continuous improvement.
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions.