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Head Of Customer Experience

Company: The Cobblers
Location: Miami
Posted on: February 25, 2021

Job Description:

The Head of CX at the Cobblers owns the customer journey and will be in-charge of delivering a seamless customer experience across all stages and touchpoints of the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency and profitability.Our Head of CX will:* Be responsible for the development, implementation and evaluation of strategic, tactical and operational customer engagement programs, and initiatives to align with our company's customer service vision and strategies* Provide direction and collaborate with Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response* Plan and implement integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of our customers* Direct customer research programs and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models* Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours* Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience

Keywords: The Cobblers, Miami , Head Of Customer Experience, Other , Miami, Florida

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