IN DEMAND Recruitment & Consulting Inc. is currently recruiting for a SENIOR MANAGER CUSTOMER EXPERIENCE for our Fort Smith, AR client.

Our client is a consumer products manufacturer, seeking a high-profile, established and forward-thinking manager who is experienced in acting as a transitional leader and being metrics oriented.

JOB DESCRIPTION:

Responsible for developing, implementing and leading overall customer experience strategy and working cross-functionally to drive its success.

Employ people, processes and technology to transform customer experience team from a traditional call center model to a highly evolved customer experience profit center.

Own the customer experience by planning and implementing call center strategies and operations, improving systems and processes and managing staff.

Provide end-to-end leadership of the Customer Experience function from hiring, training, oversight and improvement of key performance indicators, management of call center software, performance monitoring, agent and supervisor development and mentoring, and post call customer satisfaction surveys.

Establish comprehensive metrics and reports to support the customer experience team in the attainment of key performance indicators (e.g. first call resolution).

Plans and coordinates the activities of the Customer Experience Center with other functions within the division to ensure prompt and accurate customer deliveries and problem resolution.

Collaborates with internal staff regarding industry best practices for quality monitoring, training, and coaching, hours of operation and communication to customers and other functions within the division.

QUALIFICATIONS:

Bachelor’s degree in business or related field is required, MBA is preferred

4-6 years minimum of strategic customer experience leadership

5-10 years of management experience

Must have a record of transformational leadership with the ability to plan and organize projects, including schedules, budgets and project deliverables

Must be metric oriented

Experience in collecting and presenting statistical data and also converting into reports.

Ability to develop and implement continuous improvement initiatives.

Ability to prioritize competing demands.

Experience providing excellent customer service and solving complaints.

Supply chain and manufacturing experience a plus.

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Document to: carolynn@indemand.ca

 ONLY QUALIFIED CANDIDATES WILL BE CONTACTED