The DiJulius Group



(company logo)(company name) is seeking to expand its team by adding a CXO (Chief eXperience Officer).Although technical and highly organization skills are critical to the success of this position, our ideal candidate is first and foremost a world-class role model who will uphold and represent a world-class image through service and design to both our clients and our team. Your passion for customer service and integrity in communications and relationships are what we want to know more about. We are willing to train the right individual on our programs and necessary reporting for this position. Job Description – (company name)(Description of company)Title: CXO Chief eXperience Officer Reports to: Based at: Job purpose: This position oversees the company’s most important function: the satisfaction of their customers and the future direction of the organization’s customer service evolution. The CXO ensures that our customer service is our competitive advantage. This person will strategize to continually raise the bar propelling us to be leader in world-class service not just in our industry, but also in business today. This person will champion the Customer Experience agenda ensuring it is embraced by all functions and that there is alignment among employees, partners, processes, policies and technology around customers.? Drive and institutionalize a culture focused on the Customer Experience. Serves as the primary Voice of the Customer and advocates for the customers’ needs throughout the organization. Demonstrates the business value and return on investment of customer experience initiatives as a discipline.? Key responsibilities and accountabilities: Ensuring that the customer experience is represented in all parts of our business, from our hiring, training, implementation, execution, customer reviews, employee reviews, and growth strategies. Build and maintain organizational enthusiasm for the Customer Experience.Monitor the company’s key performance indicators (KPI’s) drivers that are impacted/affected by the company’s customer experience. Such things as Retention of new customers, Customer Satisfaction scores, Referrals, Sales conversion/close rates, Average ticket/order, Customer Complaints, etc. Need to know the current baseline, goal and sales/profit impact on what a ?% swing could have. These reports need to be run as a company overall, as well as a location, department, team, and individually for accountability. Serve as the leading voice of the customer and act as a Customer Experience advocate in considering decisions that will impact the customer.Service Aptitude potential is a major part of our hiring process.The development and marketing of the Customer Service Vision Statement & pillars internally.The creation and evolution of the company’s customer experience cycles (customer touch points) and nonnegotiable standards.The service training of new and existing employees.Creating and executing the Service Aptitude certification process for new and existing employees on the following, they know the Customer Service Vision Statement, Pillars, Never & Always, Zero Risk/Service Recovery protocols, etc. The implementation and execution of non-negotiable experiential standards.Service recovery training and systems to ensure the organization iszero risk.Creating an above-and-beyond culture and legacy.Employees are monitored and audited that they are executing the experience and non negotiable standards.Using research, insight and business information to identify innovative initiatives and proposals that will elevate our customers’ experience.Obtain customer feedback on opportunities to improve the customer experience.Champion the customer through all our customer journeys, identifying their needs and expectations.Ensuring we monitor and focus on six components of the experience; physical, atmosphere, functional, technical, operational, and hospitality.Person profile – Personality: Self-driven, results-oriented with a positive outlook, and a clear focus on high quality. A natural forward planner who critically assesses own performance. Mature, credible, and comfortable in dealing with front line team members and senior company executives. Reliable, tolerant, and determined. Empathic communicator, able to see things from the other person's point of view. Well presented and businesslike. Sufficiently mobile and able to respond quickly during business hours and to occasional communications off-hours. Adaptable and eager for new experience, responsibility and accountability. Able to get along with multiple personalities and be a team-player. Secure with being empowered to make the right decision.Personal Situation: Must be mature and domestically secure. Able to commute reliably to office base. Able to work extended hours on occasions when required. Must be reliable, punctual and have an excellent attendance record.Specific Job Skills: Able to communicate effectively by phone and via written media. Appreciates need for consistency within multi-unit organization. Computer skills: Must be adept in the use of Microsoft Office suite.Literacy and Numeracy: Able to understand profit and loss calculations and basic business finance. Must be a very competent writer of business letters, training manuals and documents.Training and facilitation skills: Understands adult learning styles and behaviors. Some public speaking or training experience preferred.Travel requirements: Position may require local and regional travel up to 50%Technical Requirements(List any software or technical skills) ................
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