Head Of Customer Experience
Company: The Cobblers
Location: Miami
Posted on: February 25, 2021
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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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