Director, Customer Experience

Job ID 2024-3608
Category
Sales
Job Locations
CN-GD-Hong Kong
Workplace Arrangement
Hybrid, On-site

Overview

The Customer Experience Director is responsible for developing and executing the customer experience strategy, ensuring that all touchpoints and interactions with customers are exceptional, seamless, and aligned with the company's brand and values. The Director of Customer Experience will lead several teams in Customer Service, Repair Service, Regional Product Marketing to collaborate cross-functionally to enhance customer satisfaction, loyalty, and retention, while also identifying opportunities for growth and innovation. The Director of Customer Experience will establish and track key performance metrics to continuously improve the customer journey, as well as the sales performance and ensure the highest standards of service and engagement.

Responsibilities

  1. Develop and execute a comprehensive customer experience strategy that aligns with the company's vision and goals.
  2. Provide leadership, mentorship, and guidance to team leaders in Customer Service, Repair Service, and Regional Product Marketing, driving their performance and professional development.
  3. Foster close collaboration with departments such as Marketing, Sales, Operations, and Finance to ensure a consistent and seamless customer experience at every touchpoint.
  4. Represent the East Asia team, ensuring effective communication and collaboration with the demand forecasting team, leading collaboration between the Product Marketing team and sales and demand planning teams during S&OP meetings, providing insights and analysis for decision-making, and continuously improving demand forecasting processes.
  5. Establish and enhance processes and procedures to improve the overall customer journey.
  6. Conduct in-depth customer research and analysis to understand their needs, preferences, and pain points, translating insights into actionable recommendations.
  7. Proactively monitor and address customer feedback, reviews, and inquiries to maintain a high level of customer satisfaction.
  8. Define and track key performance indicators (KPIs) to measure and enhance customer experience metrics.
  9. Work collaboratively with the IT team and regional counterparts to identify and implement technology solutions that enhance the customer experience and streamline operations.
  10. Develop and deliver training programs to educate associates on best practices for customer experience, fostering a customer-centric culture throughout the organization, with a focus on methodologies like SAP and Salesforce, as well as product-related training.
  11. Ad hoc duties as assigned

Qualifications

  • Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent practical experience demonstrating a successful track record.
  • Proven leadership experience (minimum 5 to 10 years) in a customer experience role, preferably within a similar industry.
  • Strong knowledge of customer experience strategies, methodologies, and industry best practices.
  • Exceptional leadership and team management abilities, with a talent for motivating and inspiring high performance.
  • Excellent analytical and problem-solving skills, utilizing data-driven insights for decision-making.
  • Outstanding communication and interpersonal abilities, fostering effective collaboration with cross-functional teams, senior management, and external stakeholders.
  • Strategic and innovative thinking, identifying new opportunities to enhance customer experience and drive business growth.
  • Demonstrated success in implementing customer experience initiatives and achieving measurable results.
  • Proficiency in CRM systems, customer feedback tools, and relevant technology platforms.
  • Strong project management skills, capable of prioritizing and executing multiple initiatives concurrently.
  • Passionate about delivering exceptional customer experiences with a customer-centric mindset.
  • Willingness to travel as needed.

 

WHO WE ARE.

Shure’s mission is to be the most trusted audio brand worldwide – and for nearly a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

 

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.

 

THE MIX MATTERS

Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

 

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