Director, Customer Experience Jobs

Notified, a business segment of West Technology Group, is adding a Director, Customer Experience to our team in Toronto.

Job Summary:

Responsible for building and optimizing a global multi-channel, multi-lingual support organization. The primary objective of Director, Customer Experience will be to enhance customer satisfaction, drive customer retention, and streamline support operations to deliver a world-class customer experience.

Essential Duties:

Develop and Execute Customer Experience Strategy:

• Establish and monitor customer experience metrics and KPIs to track performance and drive continuous improvement.
• Define and implement a customer experience strategy aligned with the organization’s vision and goals.
• Identify key touchpoints and moments of truth in the customer journey to optimize customer satisfaction.

Build and Optimize Global Support Organization:

• Design and establish a global support organization that spans multiple channels and languages.
• Develop and implement standardized support processes, procedures, and tools to ensure consistency and efficiency.
• Implement appropriate technology solutions to deflect and automate process using MS Power Automate.
• Recruit, train, and lead a high-performing support team to deliver exceptional customer service.

Customer Retention and Relationship Management:

• Implement strategies and initiatives to improve customer retention and reduce churn.
• Foster strong customer relationships by collaborating with key stakeholders and engaging in customer feedback initiatives.
• Identify opportunities to proactively engage with customers, provide personalized support, and exceed their expectations.

Continuous Improvement and Data-Driven Decision Making:

• Analyze customer data to identify areas for improvement and make data-driven decisions.
• Regularly assess support operations, identify bottlenecks, and implement process enhancements to optimize efficiency and effectiveness.
• Leverage reporting and analytics capabilities to gather customer insights and trends.

Global Coverage and Localization:

• Establish a global support team spanning different time zones and languages to provide round-the-clock coverage.
• Ensure the team is equipped to provide localized support, considering language preferences and cultural nuances of customers.

Minimum Qualifications:

Education:

• Bachelor's degree from an accredited college or university with major course work in business, marketing, or a related field required. Equivalent work experience in a similar position maybe substituted for educational requirements.
• Master’s degree preferred.

Experience:

• Track record of strong leadership and building a successful dedicated team is required
• Minimum of 5 years of management experience required.
• Minimum of 8 years of experience in senior customer support experience required.

Other:

• Proven experience in a similar role, leading customer experience initiatives and building/supporting a global support organization.
• Strong knowledge of customer experience best practices, support methodologies, and industry trends.
• Strong project management skills, with the ability to prioritize and execute multiple initiatives simultaneously.
• Excellent leadership and team management skills, with a track record of building and developing high-performing teams.
• Excellent communication, interpersonal, and relationship-building skills.
• Analytical mindset with the ability to derive insights from data and drive data-driven decision making.
• Proficient in utilizing CRM and support tools (e.g., ConnectWise) for ticketing, reporting, and analytics.
• Proven ability to collaborate effectively with cross-functional teams and senior stakeholders.

What’s next…

Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process (preliminary assessments and/or telephone interview).

Don’t meet every single requirement?

At Notified, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT NOTIFIED:

Notified® is a business segment within West Technology Group, and is the world’s only communications cloud for events, public relations, and investor relations to drive meaningful insights and outcomes. Our Events Cloud enables event planners, marketers, and communications professionals to create unforgettable experiences which build brand and community engagement through hybrid events, conferences, trade shows, town halls, and product launches. Notified’s PR Cloud enables public relations professionals to reach global audiences, monitor brand sentiment, send press releases via GlobeNewswire®, measure success, and drive earned media. Navigate the media landscape and tap into real-time analytics from an integrated, intelligent, and easy-to-use platform. The Investor Relations Cloud enables investor relations professionals to manage communications – earnings calls, regulatory filings, press releases, investor days, and IR Websites – to maximize shareholder value. Activate your market strategy and manage dynamic communications and regulatory requirements from one platform.

We place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. West Technology Group is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.

Notified is committed to making it easy for brands to create and share powerful stories with the world. Our suite of world-class, award-winning solutions and our dedicated customer service team are relied upon by more than 10,000 global customers, from growing businesses and public companies to some of the world’s most recognizable brands.

Notified’s solutions help businesses effectively share and amplify their stories—to customers, investors, employees and the media. From press release distribution via GlobeNewswire to earnings calls, IR websites, social listening, media engagement, webinars and digital experiences, Notified has you covered. Notified is a part of West Technology Group, LLC (formerly Intrado Corporation) controlled by affiliates of certain funds managed by Apollo Global Management, Inc. (NYSE: APO). Notified is headquartered in New York, N.Y.

Learn more at https://www.notified.com

Equal Opportunity Employer/Veterans/Disabled