Director, Customer Experience Management – Accelerating Customer Success at arenaflex

At arenaflex, we're on a mission to revolutionize the way we serve our customers and drive growth through exceptional experiences. As a Director of Customer Experience Management, you'll play a pivotal role in shaping our customer-centric approach, leading a high-performing team, and driving strategic initiatives that delight our customers and fuel business success.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. With a strong commitment to customer satisfaction and a passion for innovation, we're dedicated to delivering exceptional experiences that exceed our customers' expectations. Our customer-centric approach is built on a deep understanding of our customers' needs, preferences, and pain points, and we're constantly seeking new ways to improve and refine our services to meet their evolving needs.

The Opportunity

As a Director of Customer Experience Management, you'll be responsible for building and leading a customer experience 'practice' that drives innovation and excellence in all aspects of customer service, support, and experience design. You'll work closely with cross-functional teams, including Product, Engineering, and UX, to embed customer and employee data, remove root cause issues, and drive systemic change that delivers exceptional customer experiences and advocacy.

Responsibilities

• Build and Execute a Vision for Customer Experience: Develop and execute a comprehensive vision for customer experience that aligns with strategic customer segment expectations and goals, driving seamless, transparent, and frictionless experiences that sustain mutual growth.

• Lead and Organize a Customer Experience Practice: Lead, organize, and scale a Customer Experience (CX) practice within the organization, accountable for our Voice of Customer (VOC) Feedback Loop, eliminating pain points/friction, and optimizing customer experiences.
• Aggregate Insights and Collaborate with Cross-Functional Teams: Aggregate quantitative and qualitative insights, collaborating with marketing, product development, and product management to build, fix, and enhance our products, policies, and communication.
• Disrupt and Challenge the Status Quo: Use advocacy and inquiry to propose broad and strategic solutions that ensure product design eliminates friction and provides the best possible experience.
• Define Optimal Frameworks and Ways of Working: Define the optimal framework and ways of working through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs.
• Define Strategies for Support Excellence: Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise powered by both AI and live experts.
• Optimize and Drive Change for Customer-Facing Support Teams: Optimize and drive change for customer-facing support teams to identify, synthesize, and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives.
• Establish Business Goals and Measures: Establish business goals to deliver our vision through customer and employee measures, moving Customer Success from a cost center mentality to a serve-to-sell ecosystem.
• Collaborate with Product, Engineering, and UX Teams: Collaborate with Product, Engineering, and UX teams to embed customer and employee data, remove root cause issues, and drive systemic change that delivers exceptional customer experiences and advocacy.
• Stay on Top of Industry Trends and Thought Leadership: Stay on top of industry-leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership.
• Collaborate with All Markets: Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value.

Measures of Success

• 50 PRS (Product Recommendation Score)

• 85 tNPS (transactional Net Promoter Score)
• 85 CES (Customer Effort Score)
• Time to Value
• Customer Retention
• Expansion Revenue
• Life Time Value

Qualifications

• This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team.

• You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing, and Sales leaders to drive growth.
• You will lead a “customer-first” culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
• A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams, and segments.
• You will ensure an engaged workforce through frequent communication, goal setting, performance management, and creating a positive environment of trust, transparency, and clear expectations.

Ideal Candidate

• Team & Talent Builder: Has substantial senior leadership experience, managing senior-level employees and/or other managers. A talent steward with a proven history of hiring, managing, and developing high-performing and highly engaged teams.

• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US-based, multi-national company would be an asset.
• Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem-solving.
• Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment).
• Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear, compelling business cases that support prioritization of work.
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
• Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Communicator: Excellent written and verbal communication skills, including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.

Core Skills

• Excel

• CX
• Product Management
• Product Design
• Brand

Other Skills

• Hiring

• SaaS
• CRM
• Customer Service
• Customer Support

Seniority

• Leadership

What We Offer

• Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and education programs
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a seasoned leader with a passion for customer experience and a track record of driving business growth, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply for this job