Customer Experience Director

At Seaman Corporation, every associate is instrumental to our success. Become a part of our growing team!


POSITION SUMMARY
The Customer Experience Director will be responsible for leading and elevating our customer experience initiatives for all markets. This role is responsible for designing and implementing strategies that ensure exceptional customer interaction across all touchpoints, driving customer satisfaction, loyalty, and long-term value.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Develop and Execute CX Strategies:
Create and implement a comprehensive CX strategy aligned with company goals, including mapping customer journeys, identifying pain points, and developing improvement initiatives.
• Analyze Customer Feedback and Data:
Gather, analyze, and interpret customer feedback (surveys, reviews, etc.) to understand needs, preferences, and areas for improvement.
• Lead and Mentor Teams:
Oversee and mentor customer-facing teams, ensuring they are well-trained, motivated, and equipped to deliver exceptional experiences.
• Drive Continuous Improvement:
Implement and manage processes for continuous improvement, based on data and customer feedback, to optimize the customer journey.
• Collaborate Cross-Functionally:
Work with various departments (product, marketing, sales, etc.) to ensure a consistent and seamless customer experience across all touchpoints.
• Measure and Report on CX Performance:
Establish and track key performance indicators (KPIs) to measure CX success and identify areas for further improvement.
• Foster a Customer-Centric Culture:
Promote a company culture that prioritizes customer needs and values, ensuring that all employees understand and prioritize customer experience.
• Handle Escalations and Complex Issues:
Address complex customer issues and escalations in a timely and satisfactory manner, ensuring a positive outcome.

QUALIFICATIONS
• Bachelor's degree with a minimum of 10 years of related high-level B2B Customer Service leadership experience.
• Experience with Customer Service and ERP platforms required (Oracle preferred).
• Demonstrated success in implementing process improvements resulting in improved overall customer experience.
• Demonstrated success in team management, coaching, and individual development.
• Excellent communication skills, written and verbal
• Strong attention to detail, analytical and problem-solving skills
• Proficient in Microsoft Office Suite

COMPETENCIES
To perform the job successfully, an individual should be aligned with our company values and demonstrate the following competencies:
Do What’s Right
• Safety: Safety is our priority and everyone’s responsibility. If you see something unsafe, you are called to say something.
• Customer Focus: We are in business for the customer. Our (internal and external) customers deserve our focus, and we can create solutions that solve their needs.
• Integrity: Our words and actions reflect our values, and we hold respect for all individuals.
Work Together
• Collaboration: We must share openly with one another, listen actively, and seek to understand the needs of our colleagues. We will respect diversity and work to find common ground.
• Teamwork: We will trust the person and attack the process.
Create Solutions
• Entrepreneurism: Act with a spirit of entrepreneurism, challenge the status quo, and find innovative solutions to our obstacles.
• Continuous Improvement: Everyone is an advocate for continuous improvement. Be willing to learn something new and accept that failure is a part of the process.
• Results: At the end of the day, results are what drive us forward. Hold yourself accountable to remove roadblocks and focus on the outcome over the activity.

SUPERVISORY RESPONSIBILITIES: Yes

TRAVEL REQUIREMENTS: 25%


Seaman Corporation is an EEO/AA Employer.


M/F/Disabled/Vet. EEO statement: “Seaman Corporation values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants based on experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.


Furthermore, Seaman Corporation is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, gen