Director of Customer Experience - Winnipeg - Waverley

ABOUT OUR COMPANY
 
24-7 Intouch is one of the most innovative and fastest growing BPO companies in the world. With over 16 years of experience and 12 facilities around the globe, we’re obsessed with providing remarkable contact center solutions to the world’s most innovative brands.
 
ABOUT THE JOB
 
The Director of Customer Experience (CXD) will be a leader in contact center innovation. The ideal candidate will have strong strategic vision and the ability to translate voice of the customer feedback into tangible gains. This will be achieved by driving customer satisfaction, and guiding clients through the process of strategic vision. In addition, the CXD will have demonstrated a proven ability to add value through leading edge thought leadership in an enterprise level environment.
 
Key Performance Indicators that will be used to measure performance include:

  • Thought leadership and innovation in the contact center
  • Account Planning and strategic execution of accounts
  • Ability to envision and create Voice of the Customer insights based on operational data
  • Work effectively, and influence key stakeholders from all divisions of the organization

 
JOB REQUIREMENTS
 

  • A minimum of 5 years of CPG industry experience, contact center experience, related sales, operations, workforce, or finance experience 
  • University degree or college diploma required; business field preferred
  • Highly motivated, self-starter with strong business acumen and negotiation skills
  • Experience in client relationship management
  • Strong understanding of multi-channel solution building with emphasis on emerging channels, including social media, mobile, chat, CRM technology
  • Excellent communication skills with proven experience leading executive level conversations and interactions
  • Superior communication, organizational, analytical and time management skills
  • Proven track record on influencing or managing a team without a direct reporting structure
  • Ability to travel 50-75%

 

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