A Day in the Life:

The Director of Customer Experience will be responsible for leading cross-functional teams and initiatives to drive exceptional customer experiences and achieve revenue objectives.

The starting salary is $120K; commensurate with experience. 

What You’ll Do:

Lead and manage cross-functional teams to design and execute customer experience initiatives that align with company goals. Develop and implement strategies to improve customer satisfaction, retention, and lifetime value, while supporting revenue growth. Work closely with Marketing, Sales, Product Development, Operations, and Customer Care teams to ensure a seamless and consistent customer journey. Identify and analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation. Establish and track key performance indicators (KPIs) related to customer experience, using data-driven insights to guide decisions and demonstrate impact. Foster a customer-centric culture across the organization by promoting best practices and educating teams on customer experience principles. Utilize customer journey mapping to understand touchpoints and create actionable plans for enhancing the customer experience. Collaborate with senior leadership to align customer experience strategies with business objectives and communicate progress. Oversee the development and implementation of tools, technologies, and processes to optimize customer interactions and engagement. Stay current with industry trends, competitive landscape, and emerging technologies to maintain a competitive edge in customer experience strategies.

What We’re Looking For: 

7- 10 years’ experience with customer journey mapping, customer feedback programs, and relevant tools (e.g., CRM, analytics platforms). Bachelor’s degree.  Experience working in industries such as SaaS, technology, retail, or financial services preferred. Proven track record of leading cross-functional teams and managing initiatives that improve customer satisfaction and drive revenue. Demonstrated ability to innovate and implement change in a fast-paced environment. Comfortable contributing and driving a metrics-driven performance culture Familiarity with design thinking or other customer-centered frameworks. Ability to collaborate with internal and external stakeholders across multiple functions and locations Ability to influence Flexible and adaptable; ability to work effectively in ambiguous situations  Excellent interpersonal, verbal and written communication skills   Results driven, ability to make decisions and help solve problems Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team. Ability to drive process and organizational change. Ability to motivate teams and keep a positive attitude in a fast-paced environment. Ability to work under minimal supervision with a goal-oriented mindset. Ability to see the big picture and leverage critical thinking and decision-making skills. Excellent organization, time management, delegation, and prioritization skills. Courageous leadership and accountability.

What You’ll Get:

Up to 40% off any standard Hertz Rental    Paid Time Off Medical, Dental & Vision plan options Retirement programs, including 401(k) employer matching Paid Parental Leave & Adoption Assistance Employee Assistance Program for employees & family Educational Reimbursement & Discounts Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness Perks & Discounts –Theme Park Tickets, Gym Discounts & more