Director of Customer Experience - 24-7 Intouch - Manitoba Customer Contact Association

Director of Customer Experience - 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191 
About the Job
We are changing the way people think about customer service, and we need your help! 

We’re looking for a Customer Experience Director to be a leader in contact center innovation. The ideal candidate will have strong strategic vision with the ability to translate customer feedback into tangible gains and drive customer satisfaction.

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 programs
  • Ability to envision and create customer insights based on operational data
  • Ability to work effectively with all divisions of the organization and key stakeholders 

As Customer Experience Director, You Will….
  • Deliver value based solutions by driving effective innovation strategies based on customer-specific value criteria
  • Maintain accurate customer information including opportunities, contacts and communication history as measured in the 24-7 Intouch CRM
  • Manage existing contracts and agreements to ensure that expectations are being established, communicated and met
  • Be accountable for the overall satisfaction of customers and effectively manage the relationship with the support of Operations, Workforce, Training, HR and Sales 
  • Contribute to building 24-7 Intouch’s brand and support our overall customer relationship and marketing plan by participating in industry activities and relevant professional associations
  • Develop, maintain and shares perspectives on the competitive landscape as they relate to customer experience strategies and product/service strategies
  • Possess a strategic understanding of industry trends in Financial Services, Technology, Retail etc to proactively identify opportunities
  • Lead executive level conversations and interactions
  • Achieve annual baseline growth targets

As a Customer Experience Director, You Have…
  • University Degree or College Diploma in the Business field (preferred)
  • Minimum 5+ years of related Sales, Operations, Workforce, or Finance experience (a combination of varying experience is an asset)
  • Previous contact center experience (considered an asset)
  • Ability to work collaboratively with internal stakeholders
  • Strong interpersonal and communication skills
  • Strong customer relationship management ability
  • A motivated, self-starter attitude with strong business acumen and negotiation skills
  • Superior organizational skills and the ability to follow through on projects
  • Strong understanding of multi-channel solution building with emphasis on emerging channels including social media, mobile, chat and CRM technology
  • Proven track record of influencing or managing a team without a direct reporting structure
  • Ability to travel at least one week per month, or as needed

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