Customer Experience Director

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.