Open Jobs

Los Angeles, CA

February 10, 2019

Director of Customer Experience (CX) | Job #12668

Length of Assignment:

Full-time Onsite

Pay Rate:

DOE Salary

Job Description:

Are you passionate about creating customer experiences that leave a positive impact and a lasting impression? Have you done this within a large and recognizable organization and are now ready to take your experience to the next level?

We are working with a national pet care brand and conducting a nationwide search for their next director of customer experience. This role will require 50% travel across the USA and Canada.

In this position, you will oversee the entire customer experience (CX) from physical retail locations through to various digital touch-points. You will conduct user studies and interviews, gather qualitative and quantitative data, translate these into actionable items and goals, and create CX programs with the intent to improve the customer experience across all retail locations, hospitals, and digital touch-points.  You will partner with cross-functional teams to design and launch programs, as well as train field teams on how to effectively carry them out in their own respective locations. You will monitor key benchmarks to keep track of performance and Net Promoter Scores. 

The ideal candidate is sharp and an effective communicator. They are comfortable presenting to large groups of people and have the unique ability to take highly complex and robust data and communicating it across various levels in the organization. They are deeply rooted in customer research, especially understanding customers' expectations and interactions in the physical retail space.  They have experience working with large complex national organizations with multi-million dollar budgets.  They are empathetically driven by improving customer experiences and rely on data and research to do so.

Requirements

  • Bachelor's Degree, with at least 7-10 years in a customer-facing leadership role
  • Excellent public speaking and presentation skills
  • Experience working with large organizations that have a heavy customer-facing service component, such as hospitals (understanding of hospital operations and pet parent challenges in a medical environment a big plus)
  • Prior experience creating CX programs that include physical and digital touch-points
  • Strong experience on the ground working with field managers, retail associates, store operations, etc.
  • Strong experience in conducting user studies and speaking with customers 
  • Highly analytical with strong interpersonal skills
  • Ability to travel 50% of the time across USA and Canada
  • Proficient in Microsoft Word, Excel, PowerPoint

Submit Resume

Please reference the Job # and Title in the subject matter of your email and submit to artisanjobs@artisancreative.com

Please provide your resume, portfolio or URL where applicable as well as three references for consideration. Additionally, please provide 3-5 bullet points as to how your experience best relates to the requirements. Unless specified, roles are not open to relocation or remote candidates and only local candidates will be considered. Thank you.

Applicants for roles within the City of Los Angeles please note: "Pursuant to the Los Angeles City Fair Chance Initiative Ordinance, we will consider for employment qualified applicants with Criminal Histories."

Applicants for roles within the City of San Francisco please note: “Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction warrants.”

 

Artisan Creative’s Bio:

Artisan Creative has spent the last 20+ years in creative staffing and recruitment helping candidates find both freelance and full time roles in the Print,Digital, Broadcast, Marketing, Social Media and Communication fields.

We work with a variety of clients from Advertising and Design agencies to in-house teams in the Entertainment, Health and Beauty, Fashion, Financial, Technology and Manufacturing verticals to name a few. For a complete list of our core capabilities, please visit artisancreative.com

Visit our blog to access over 400 articles on interviewing best practices, job search and freelancing tips.

Artisan Creative is a WBENC-Certified Women's Business Enterprise and Equal Opportunity Employer.




Back to Open Jobs