Customer Experience Director

As the premium provider of water treatment services for the greater part of a century, Hall's Culligan continues to innovate and expand our business nationwide offering tailored solutions to meet the specific needs of each customer backed by our superior Culligan service.

As the Customer Experience Director at Hall's Culligan Water, you will play a pivotal role in shaping and enhancing the overall customer journey. We are seeking a dynamic and innovative leader who is passionate about delivering exceptional experiences to our customers at every touchpoint. The ideal candidate will have a proven background in project management, a keen understanding of customer-centric strategies, and the ability to drive continuous improvement initiatives across our nationwide network of dealerships.

Our customers are the focal point of our company and their expectations are ever-increasing for faster service, clearer communication, and smoother transactions. Establishing a customer-centric culture requires a leader passionately committed to excellence in customer service. Reporting directly to the Chief Development Officer, this newly created role will lead the charge for continual enhancement of the Customer Experience. Your insights, creativity, and leadership will shape our journey forward by establishing benchmarks and realizing milestones that resonate with our strategic customer enhancement objectives and values. This position has the ability to work from anywhere in the United States, however extensive travel will be required as we'd like this position to spend quite a bit of time in face to face in our dealerships.

Responsibilities:

Leadership and Strategy Development:

• Lead efforts to establish Customer Experience expectations, standards, processes, and documentation, maintaining quality standards for customer interactions.
• Develop and implement strategies in collaboration with cross-functional teams to enhance Customer Experience and loyalty.
• Drive a customer-centric culture throughout the organization, fostering a deep understanding of customer needs and expectations.

Customer Feedback and Analytics:

• Identify areas for improvement in coworker satisfaction and inefficiencies to provide a better Customer Experience, fostering a culture of customer advocacy throughout the organization.
• Analyze and map the customer journey to identify pain points and areas for improvement, ensuring a consistent and positive Customer Experience.
• Evaluate Voice of the Customer feedback to make data-driven decisions for continuous improvement and address areas of concern.
• Define and track Key Performance Indicators (KPIs) related to Customer Experience, reporting progress to senior management regularly.

Collaboration:

• Collaborate with other departments, including sales, marketing, and product development, to align Customer Experience initiatives with overall business goals.
• Establish and maintain strong cross-functional relationships to drive a unified customer-centric approach.
• Research, promote, and share customer-centric best practices within the organization to continuously improve Customer Experience.

Training and Development:

• Develop training programs to enhance the skills and knowledge of the customer support team, ensuring they are well-equipped to assist customers effectively.

Technology Integration:

• Identify and implement customer service tools and technologies to enhance efficiency and effectiveness in delivering support services.

Why Choose Hall's?

• This is a brand new role within our organization, allowing the right candidate to truly shape the position and make a significant impact on our culture and operations.
• Competitive annual salary likely $60-90k, commensurate with experience and qualifications.
• Stable and growing family-oriented organization.
• Full benefits package including 401k with company match.
• Use of Culligan equipment at no charge!

Who Should Apply?

• Candidates with strong understanding of customer service principles, best practices, and industry trends.
• Those with proven experience in a leadership role, specifically focused on Customer Experience.
• Exceptional leaders with demonstrated ability to coordinate with and inspire cross-functional teams.
• Problem solvers with the ability to interpret sales performance and trend data, and further utilize data to create appropriate KPI's.
• Self-driven, reliable innovators with a passion and clear focus on customer service excellence.

Basic Qualifications:

• Excellent presentation, oral and written communication skills.
• Travel will be required - within the first 90 days, travel will be extensive. After the introductory period is complete, travel will be dependent based on candidate's location.
• Must be able to pass a criminal background check, pre-employment drug screen, and posses a clean driving record.
• Familiarity with water purification or related industries is a plus!

Hall's Culligan Water is proud to be an Equal Opportunity Employer. We are dedicated to providing equal employment opportunities to all individuals, regardless of race, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other status protected by federal, state, or local laws.

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote