Director of Client Success Digital Strategy

Overview

The Director of CS Digital Strategy is a highly motivated customer service leader with a proven record of building and optimizing digital platforms while continuing to deliver best in class customer service on existing platforms. The Director will be responsible for applying skills and knowledge with a disciplined approach to ensure the team meets or exceeds performance objectives, maintains a high level of client satisfaction, while also building efficiencies, automation, and processes. This individual will lead a team responsible for developing and executing strategies to enhance customer engagement, optimize operational efficiency, and drive business growth through digital channels.

Responsibilities

• Drive digital innovation and serve as a change agent throughout the organization, developing a clear and compelling digital strategy.
• Own and monitor the digital-innovation project portfolio.
• Build, manage, and continue to grow a digital-innovation ecosystem, both internally and externally.
• Identify new tools (AI, digital, CRM) that can support and enhance our solutions.
• Qualify and understand the full range of market trends, influences and opportunities relevant to the business, market, and customer base.
• Understand the challenges and opportunities within both existing and new customer segments.
• Develop compelling and differentiated digital propositions. Compile case studies to demonstrate our value. Identify new capabilities and/or partnerships required to strengthen capabilities.
• Implement digital strategy by working with cross-functional partners to map and transition analog processes to digital ones.
• Be an evangelist - championing the use of digital technology and practices to engender a digital mindset from the top down.
• Monitor key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates, and implement strategies to achieve targets.
• Reviews and develops ways to best leverage our technology and implementation new technology to continue our digital communication with clients.
• Lead and mentor a team of digital specialists, providing guidance and support to drive performance and foster professional growth.
• Establish clear goals and performance metrics to measure the effectiveness of digital initiatives.
• Foster a culture of innovation, collaboration, and continuous improvement within the digital strategy team.
• Ensure collaboration, knowledge sharing, and digital best practices among partners and colleagues to help establish a robust digital ecosystem.
• Measure ROI for digital projects, fine-tuning approaches as needed to ensure that we’re investing in the appropriate tools and resources.
• Work with teams across the business to generate innovative digital solutions for products, services, processes, customer experiences, marketing channels, and business models.
• Identify, research, and select key third-party suppliers, working in an inclusive relationship capacity to achieve all required outcomes.
• Own digital client contact - lead and deliver continual improvement and development of the multi-channel/omnichannel proposition.
• Develop effective, influential relationships internally and externally at all levels.
• Work with peers and key stakeholders to research, identify and capture new digital products across the business and to provide recommendation and change programs which will deliver improved performance and/or a reduction in costs.

Qualifications

Education/Experience:

• Bachelor’s degree in business, marketing, communications, or related field preferred.
• 10 years of progressively responsible professional experience required in digital strategy, customer experience, marketing, operations, or technology-enabled roles
• 8 years’ experience launching and implementing digital platforms required.
• 5 years’ experience leading contact center digital teams (chat and/or email) required.
• 4 years’ experience leading teams with direct reports.

Required Skills/Abilities:

• Proven leadership of successful digital transformation projects
• Understanding of core business processes and their associated technical solutions.
• An innovative and disruptive mindset, constantly looking forward.
• Proven skills for influencing and collaborating with fellow leaders and senior leaders.
• Proven experience in digital strategy development and implementation, preferably in a contact center or customer service environment.
• Strong understanding of digital platforms, including chat, email, social media, and self-service portals.
• Demonstrated leadership experience, with the ability to inspire and motivate a team to achieve r