Customer Experience Director Job Description Template
Our company is looking for a Customer Experience Director to join our team.
- Create a portfolio and property-specific communications plan;
- Working with the Property Management Delivery team and Customer Experience division, drive Customer Experience as an ethos;
- Undertake and oversee completion of Customer Journey Maps for the client portfolio;
- CRM management;
- Use technology and digital methods in the delivery of customer experience;
- Meet with occupier customers to provide support, especially during times of dispute;
- Foster customer loyalty by improving experiences within the portfolio with the aim of increasing customer satisfaction;
- Work alongside the Client Account Director to deliver a customer experience strategy for specific client portfolios.
- Experience and understanding of CRM;
- Strong communication, interpersonal and presentation skills;
- Practical, hands-on and face-to-face experience working with customers/clients in a commercial/business environment is essential;
- Experience in previous customer experience management roles.