The Sr. Director of Customer Enablement is a strategic executive responsible for championing the customer perspective across the organization and shaping and delivering a best0in0class customer experience across Link0s enterprise-wide industrial real estate portfolio. Reporting to the Vice President of Customer Intelligence and Enablement, this role provides strategic and operational leadership over Link0s Customer Enablement functions across the enterprise.
This position plays a critical role in designing experiences across the customer lifecycle that generate the customer intelligence needed to improve outcomes, empower the field, and enable smarter, faster decisions to support the enterprise.
Core Responsibilities:
- Design and implement enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle.
- Map, architect, and continuously refine the customer journey in partnership with Operations, lead CX pilots that test, validate, and scale new experience concepts into repeatable, operationalized programs, identifying and resolving gaps that reduce friction and drive loyalty.
- Own customer and vendor operational communications, and oversee enablement programs and training across the enterprise 0 including Link Way, CX Champions, and the CX Allowance.
- Oversee the delivery of white-glove, high-touch service for our high-value Focus Customers while providing digital-first omnichannel support across all customer segments and digital products.
- Support the scaling of CX and customer intelligence through digital tools and platforms, including but not limited to Link+, FieldIQ, chatbot, call center and messaging.
- Support ongoing integration of processes, systems, and ways of working, in relation to customer intelligence and enablement, while helping to foster a cohesive one-company culture across teams.
- Use data, metrics, and customer feedback to demonstrate the impact of enablement initiatives including KPIs such as OSAT, NPS, SSO, and SSNOI Growth.
- Serve as the organizational advocate for the customer 0 driving a customer-centric culture, monitoring industry trends and competitive benchmarks, and ensuring compliance with governance, operational, and regulatory standards across customer interactions.
Required Skills and Experience:
- Bachelor0s degree in Business, Psychology, Marketing, Communication, or a related field; advanced degree preferred
- 12+ years of progressive leadership experience in customer experience, enablement, or customer success roles with a direct responsibility for customer lifecycle management and program ownership.
- Track record of leading successful, cross-functional customer experience initiatives and improving operational performance.
- Demonstrated success in designing and optimizing journeys for both customers and employees.
- Exceptional communication, analytical and financial acumen, change management, and stakeholder engagement skills.
- Experience with customer engagement technologies (CRM, analytics, CX platforms) and demonstrated ability to analyze and leverage data for business impact.
- A solid understanding of property management operations, customer relations, and service delivery within a large, distributed real estate portfolio is a bonus
- Ability to thrive in a fast0paced, growth0oriented environment and manage competing priorities
Preferred Qualifications:
- Certified Customer Experience Professional (CCXP) designation
- Change management (Prosci) and/or Lean/Six Sigma training or certification
$175,000 - $190,000 represents the presently anticipated base compensation pay range for this position at Link.0 Actual pay may vary based on various factors, including but not limited to location and experience.0
Link provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays, paid time off.
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The direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.
