Director of Customer Experience

  • BRUNT Workwear
  • Jun 27, 2022
Director Full Time Customer Support

Job Description

We’re building a new consumer brand to disrupt and redefine the workwear category. Starting in boots and expanding into apparel, BRUNT is on a mission to make the tools you wear.

Our goal is to blow customers away with every interaction. We are seeking a full time Director of Customer Experience to re-imagine what it means to provide exceptional support and to build the foundation for long-term customer relationships. This hire will take ownership over the customer experience vision, strategy, and implementation across email, phone, and digital platforms to eventually transform a typical customer support model into a revenue driver. The Director of Customer Experience will be tasked with achieving KPIs that demonstrate best-in-class customer satisfaction.

Key Responsibilities:

  • Create a cohesive customer experience with the goal of understanding, meeting and exceeding customer needs
  • Develop a communication strategy for our social channel, which has been managed separately from customer support historically
  • Research best-in-class customer experience practices and develop a viewpoint on ways to enhance our approach to customer experience
  • Devise strategies to evolve customer experience from a traditional support model to a bleeding edge function that not only provides support but generates sales through effective ticket management and customer relationship building
  • Build cross functional relationships to ensure customer experience is integral to all facets of the business; customer feedback should always be front and center

Requirements:

  • Strong written and verbal communication skills
  • Prior experience driving long-term strategy & vision
  • Ability to lead cross-functional teams that drive measurable results
  • Comfortable in a data-driven business environment and able to react to real-time data and change direction quickly to adjust to the businesses needs
  • Passionate about the customer experience and understands how to amplify its ability to drive revenue
  • Proven ability to drive and measure KPIs that demonstrate best-in-class customer satisfaction
  • Ability to tackle several projects simultaneously and work well within a fast-paced and growing organization