We’re Hiring! Director of Customer Experience

You Are…

  • An expert at measuring and understanding how happy customers drive business and social impact
  • Passionate about leading others and driving change in an organization
  • A big believer that business has the power to change the world
  • Ready to accelerate your career while making a lasting social impact

Link2Feed Is…

  • A Certified B Corporation that helps non-profits use data to break the cycle of poverty
  • A fast-growing tech company making a BIG impact on the world
  • A champion of the “work hard, play hard” mentality
  • A metrics-driven organization that places merit on results
  • Currently serving over 10,000 non-profits and impacting nearly 5 million lives

Primary Responsibilities

  • Lead the Customer Experience department (includes implementation and technical support teams) and represent the voice of the customer on the leadership team
  • Design, measure and communicate our customer experience strategy, ensuring a consistent experience for all customers at each touchpoint with our Customer Success and Support teams, including developing key metrics
  • Develop new processes to improve the customer experience and ultimately drive customer satisfaction
  • Serve as the escalation point for implementation and technical support team for all customer concerns
  • Partner with sales and marketing team to support product adoption and account growth
  • Identify and communicate trends to help the business seize opportunities to improve outcomes

Skills

  • Strategic Thinking: Identifies key issues and relationships relevant to achieving a long-range goal or vision. Builds an integrated plan for course of action to accomplish this vision.
  • Collaboration and Teamwork: works with others to deliver results in a fast-paced environment. Has proven Senior Management presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
  • Influence: Asserts own ideas and persuades others, gaining support and commitment, while mobilizing people to take action. Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
  • Commitment to Metrics and Results: Metrics-oriented approach to strategy and improvements. Experience designing, measuring, and driving continuous improvements in customer experiences and journeys.
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers, including interacting with customers of all levels.
  • Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
  • Leading Inclusive Teams: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
  • Strong Techncial Skills: Including up to date on new CRMs and awareness of different technologies related to the customer experience

Requirements

  • 5+ Years of Customer Experience leadership
  • Strong leader with track record in building an empowered, collaborative and agile team (Scrum/Agile culture an asset). Ability to lead and inspire a team to support their development and growth.
  • Proven management and/or relationship management experience at a senior, strategic level role. Experience working across customer experience, sales/marketing and product to drive customer impact and growth
  • When safe and reasonable, a willingness to travel up to 25% of the time

This is a full-time work-from-home position, with a preference for Chicago-based individuals. Computer equipment provided. Candidates must provide high speed internet access.

Apply online here!