Position Summary
The position is responsible for managing and overseeing the customer service team, ensuring high performance and customer satisfaction. The position reports to the Head of Innovation and Experience; CHEMTREC Counsel.
Major Duties and Responsibilities
- Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
- Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
- Recognizes the drivers of compelling CX by tracking a portfolio of data points.
- Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
- Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
- Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
- Performs other duties as assigned.
Qualifications/Requirements
Required
- Bachelor's degree in a relevant field.
- Three years' experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
- Ability to manage customer service teams.
- Deep knowledge of Customer Relationship Management (CRM) systems.
- Strong communication skills, both written and verbal.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Ability to track and interpret data to drive CX improvements.
- Proficiency in CRM systems and CX measurement tools.
- Exceptional organizational and multitasking skills.
Preferred
- Strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions
- Experience in a call center or customer service department.
