Director of Client Experience

Company: Gables Search Group
Location: Fort Lauderdale
Posted on: September 25, 2022

Job Description:

Client Experience Director

The Director of Client Experience will act as a focal point and lead a defined Client Experience Strategy for the business. The strategy will be completely aligned with the wider business strategy at all times for all facias within the US. The Director of Client Experience faces the exciting challenge of executing best in class, industry leading Client Experience across the Retail Stores and support centers. A permanent client ambassador, the individual will always maintain a client centric approach and act as the "client within", always championing the client and considering the client impact of any business decision. The Director of Client Experience is responsible for all areas in creating and managing processes related to the client experience in USA stores. This position works to continually improve the in-store, online and follow-up experience for the client. This position collaborates with the Store Management, Sales and Operations team members as well as members of the organization to develop a consistent approach to developing resources, programs and expectations that will result in an engaging a client journey that exceeds expectations.
Responsibilities
- Define, design, share and oversee the implementation of the Client Experience Strategy in Boutiques
- Implement and manage all client metrics, engagement scores, mystery shops, and clientelling interactions
- Define and lead the client experience measurement and voice of client programs for each brand
- Share and/or present monthly client feedback insight to the leadership team, identifying and proposing areas of continual client experience improvement to the business
- Lead and implement associated client experience projects
- Ensure total visibility of the client experience strategy to all senior support team and retail management
- Work closely with Learning and Development and Human Resources teams by providing coaching and/or training peers and retail colleagues, enabling the confident delivery of the client experience strategy across the business
Job Title Client Experience Director
Department Human Resources
Location Fort Lauderdale
Reports to Vice President, Human Resources and Learning & Development
- Work closely with Retail and Retail Operation teams to understand and improve areas of client dissatisfaction, engaging with other departments as necessary i.e. E-Commerce and Support Services
- Work closely with Senior Retail Management and Store Directors to ensure the effective cascading of client experience developments and key learnings
- Continually improve client experience processes for all stores and boutiques
- Implement new and existing client experience standards throughout the organization
- Analyze day-to-day client success activities spanning from the initial stages of introduction to continued engagement and retention
- Ensures that client engagement is always a priority for all members of the organization
- Ensures that each touchpoint across the client journey is engaging, efficient, and effective
- Builds processes to ensure loyal client relationships to fuel growth, including business reviews with key stakeholders, and acquiring testimonials/case studies that reflect your success as a trusted partner
- Partners with corporate and retail teams on initiatives that address client needs
- Is a brand advocate who contributes ideas, strategies, and logic to advance the Brand, culture, and vision
- Keeps accurate records and documents client service actions and discussions
- Controls resources and utilize assets to achieve qualitative and quantitative targets
- Adheres to and manages the approved budget
- Determines the quality of the services provided by the boutiques/stores and ensures that the standard is maintained.
- Makes financial reports on the basis of operational activities and expenses.
- Determines the future goals for the store as they relate to the client journey and ensure that they will be achieved.

Knowledge and Skills required

Education
Degree in Business or related field
Experience
- 8+ years of experience in luxury hospitality, luxury retail, or related field
- Experience of Client Experience management and implementation within a multi-site business
- An exceptional understanding of today's client behavior - an expert in their field who is able to demonstrate ROI
- Experience of front-line, client facing retail management
- Experience in working with NPS, T-NPS, Customer Effort Scores, Top-box or similar customer satisfaction metrics
- Strong understanding of the retail market

Skills
Strong organizational, customer service and time management skills
Ability to find create solutions
Ability to effectively create and implement new processes
Strong attention to detail
Strong written and verbal communication skills
High energy, self-motivated and outgoing personality
Strong Computer skills, Web Navigation, Microsoft Office (Excel, Word, Power Point) SAP
Ability to coordinate with retail and corporate team members
Ability to make independent decisions
Ability to multitask daily on a fast paced environment
Excellent judgment skills

Keywords: Gables Search Group, Fort Lauderdale , Director of Client Experience, Executive , Fort Lauderdale, Florida