Director of Customer Experience

 

Position Summary: - The Director, Customer Experience will be responsible for managing and executing the 4Front customer experience strategy and priorities of the company. Works with the 4Front leadership and key customers to improve the customer experience in order to increase revenue and reduce costs. Directly responsible for Post Order Receipt interaction and management of all 4Front order channels including but not limited to Distribution, National Accounts, International, HPD, HVLS, etc.  Responsible for all customer interaction starting with order entry through production and shipping. 

 

 

1. Description of Essential Job Functions:

• Directly responsible for 4Front’s Customer Experience strategy, which includes the follow key areas:

• Order entry and management
• Product application review
• Customer logistics coordination
• E-Commerce

 

• Manage all Customer Experience teams across 4Front.

• Ensure that customer facing teams and all other business functions work in collaboration to consistently deliver on strategic goals and objectives with customer experience at the heart of implementations.
• Manage product application teams that work with customers and operations to ensure correct product is ordered for a customer’s specific application.

 

• Direct overall sales order channels including order entry, processing, and management from order origination through production/distribution and shipping.

• Work with various 4Front departments (i.e., Engineering, Production, Sales, Finance, IT, and Marketing) to ensure orders are completed on time and with the correct options.
• Continuously improve the order entry process by finding ways to reduce entry risks while increasing throughput.
• Oversee all customer communication regarding order status and changes using automated reports, emails, and phone calls.
• Responsible for managing order backlog across multiple branches and sales channels.
• Manage export compliance for international orders.

 

• Advance the use of technology and systems to measure and improve the customer experience.

• Responsible for growing and improving 4Front’s digital enablement and e-commerce strategies.
• Establish and roll-out the company’s customer experience roadmap including the technology, data and analytics needed to provide a 360 degree view of the customers’ experience and capabilities needed to meet the current and future needs of our customers.
• Interpret and leverage internal and external data insights to identify potential issues and opportunities to create a frictionless experience for customers across various stages of their lifecycle.
• Create and implement an analytics framework to measure customer experience KPIs, customer sentiment and success metrics of the proposed and implemented strategy.
• Recommend and implement tools and technologies to deliver, manage, measure, and improve customer experience.
• Utilize existing KPIs, and create new KPIs, to improve departmental performance.
• Minimize silos of systems, data, assumptions, hand-offs, performance, and customer touch-points.

 

1. Supervisory Responsibilities:

• Directly supervises the Sales Operations and Administration Managers who supervise employees in the Customer Service department for the overall direction, coordination, and evaluation of these units. Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

1. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and Experience:

• Bachelor’s degree (BS/BA) in Business, Marketing, or a related field preferred. 
• 5-10 years’ experience managing customer experience or customer-facing teams preferred.
• 8+ years in customer experience with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement, or strategy where the primary function