Director Customer Experience

Sterling Engineering is looking for a Director of Customer Service for a large manufacture in the South Suburbs of Chicago. This person will need to be experienced with ERP systems, automating systems, and strategic with implementing and managing process/change.

Terms: Full-time direct hire

Salary: $140k-$155k/yr with bonus

Responsibilities:

• Partner with key stakeholders in all departments to better assess and understand what is required to create and maintain a best-in-class focus
• Creates and articulates the vision for IA-Americas Customer Experience, incorporating input from key stakeholders aligning to the broader company strategy and vision
• Partner with cross- functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Operations and IT) to ensure that Business and Customer experience requirements are understood, and appropriate execution and support strategies are implemented
• Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
• Work with the customer service escalation team in helping to resolve customer issues, as needed
• Develops comprehensive customer segmentation and the corresponding personalized marketing strategy to help drive loyalty program membership and desired member behavior

Qualifications:

• Bachelor’s Degree with minimum of 10 years proven experience in developing and executing a Customer Experience Strategy with a focus on improving customer satisfaction across a large enterprise
• Proven ability to produce accurate and timely information in a highly dynamic work environment, be able to meet tight deadlines
• Experienced at leading, developing, and building high-performance cross-functional teams to implement creative, innovative, best in class Customer Experience solutions
• Leadership through change management