Overview
Director of Customer Experience (Remote) Jobs in Remote at Darkroast Design
Full job description
At Darkroast Design we’re on a mission to redefine the creative process for brands across North America. Our innovative subscription-based design service has challenged industry norms and revolutionized how CPG and DTC brands get creative work done. We’re not your standard design firm; we’re a hybrid between a creative agency and a SAAS company. More importantly, we represent a movement towards simplifying the creative workflow, making exceptional design accessible on a daily basis.
As the Director of Customer Experience, you will transform our customer service from excellent to extraordinary. This role demands more than just strategic oversight; it requires a profound understanding and empathy toward our customers, an obsession with adding value to their day-to-day operations, and a relentless drive to wow them consistently. Your mission is to delve deep into the lives of our clients, grasping not just their needs but their aspirations and leveraging this insight to enhance their interactions with our service and products at every touchpoint.
You’ll be responsible for developing the people and systems necessary to delight our customers on a massive scale, marrying a deeply analytical approach with genuine compassion and a personal touch for each client. This is a role for a leader who is passionate about metrics and equally dedicated to making a real, tangible difference in our clients by workday by delivering a magical experience every time they engage with our team and software.
Key Responsibilities:
Strategy Development:Craft and execute a comprehensive customer experience strategy that seamlessly aligns with our broader business goals, setting new industry standards for customer satisfaction.
Leadership:Inspire, mentor, and expand the customer success & experience team, nurturing an environment where excellence, innovation, and ongoing improvement are the status quo.
Customer Insights:Employ data analytics, solicit and analyze customer feedback, and conduct market research to understand customer needs and behaviors deeply. Transform these insights into actionable strategies that enhance satisfaction and foster loyalty.
Cross-Functional Collaboration:Work closely with our world-class team of designers and other key departments to ensure a unified and flawless customer experience across every touchpoint.
Innovation:Continually scan the horizon for the latest technologies, platforms, and trends in customer experience, integrating these innovations to keep Darkroast Design at the cutting edge of the industry.
Voice of the Customer:Act as the primary advocate for the customer within the organization, ensuring customer needs and expectations are met and exceeded.
Performance Metrics:Establish and monitor critical KPIs for customer experience, initiate improvements based on these metrics, and provide regular performance updates to the executive leadership team.
Ideal Candidate:
A bias for action and a “Get Sh** Done” attitude
An outside-the-box thinker who is willing to disregard industry traditions and norms and replace them with ideas that make sense for how work is done today.
5+ years of senior CS and/or CX management experience
Passionate about crafting delightful customer experiences, with a proven ability to innovate and improve customer satisfaction on a large scale.
A track record for scaling customer success teams, systems, and processes
Extensive expe…
Title: Director of Customer Experience (Remote)
Company: Darkroast Design
Location: Remote
Category:
