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Director of Customer Experience in Troy, MI at Hire Road

Date Posted: 11/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Troy, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Director of Customer Experience
Troy, MI


Our client is a leader in the metal tooling industry who is looking to add an experienced and innovative Director of Customer Experience. The Director of Customer Experience will create, develop, manage, and staff a customer experience team focused on redefining the company’s customer experience strategies. They will spearhead and manage a shift in the entire customer experience mindset and methodology throughout the company.

The Director of Customer Experience must have ten years’ experience developing and implementing customer experience initiatives and programs.

Director of Customer Experience Requirements:

  • Bachelor’s degree in Business in Sales, Marketing or Business Administration
  • 10+ years of progressively responsible experience for a major company or division of a large corporation and demonstrated experience in developing and deploying a customer experience program
  • Experience partnering with an executive team and comfortable working in a global matrix environment, and have experience managing managers
  • Well-developed communication (written and verbal) and interpersonal skills, and possess the ability to communicate effectively with colleagues, stakeholders, and outside partners at all levels
  • Highly motivated and results driven; must be a change agent
  • Strong interest in growing and developing people; takes an active part in enhancing the team effectiveness, supporting colleagues, and ensuring an open and inclusive environment

Director of Customer Experience Description:

  • Create, develop, manage and staff a customer experience team in alignment with the client’s go-to market customer strategy
  • Enhance communications and teamwork across entire enterprise and cross-functionally with sales and marketing teams (including 200-person field sales force)
  • Drive transparency, accountability, productivity, and staff engagement in a positive and open-work environment
  • Participate in company expansion activities and integrations
  • Manage the functionality and workflow associated with entire customer experience including customer service, sales operation, and technical support processes
  • Lead/manage change of the entire customer experience mindset and methodology in a positive manner
  • Manage customer experience team by balancing concepts such as:
    • Soft people skills
    • Strong project management skills
    • Analytical skills (utilizing data and metrics to grow revenue and profitability)
  • Review current sales methods and strategy and create “new” customer experience process including documentation and training materials
  • Collaborate with IT to ensure company systems and technology are being employed to the maximum benefit of the customer experience initiatives


Choosing the Hire Road is about shared success, active and committed partnerships and relationships that last.  Hire Road is solely focused on connecting highly skilled professionals with leading organizations. We are a solutions-based, results-oriented staffing company specializing in a wide range of industry specific practices. To put it simply, we recruit, screen and hire talented people for temporary and full-time positions.

This classification description is intended to indicate the general kinds of tasks and levels of work difficulty that are required of positions given this title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be.  It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of the employees under her/his supervision.  The use of a particular expression or illustration describing duties shall not exclude other duties not mentioned that are of a similar kind or level of difficulty.

Equal Opportunity Employer