Director of Client Experience Optimization
hace 1 semana
About Element Fleet Management:
We are redefining the fleet management industry to prioritize people over business, striving for a superior client experience. Our employees make a daily impact in the lives of others.
Job Description:
This is an exciting opportunity to shape our company's client-centric culture and drive exceptional service delivery. The ideal candidate will facilitate ownership of client experience excellence, developing strategies to enhance client satisfaction and loyalty.
Main Responsibilities:
- Oversee client touchpoints to ensure a consistent and positive experience
- Lead a team of client experience professionals, providing guidance and support for exceptional client service
- Migrate to a single point of attention with clients through automation and data centricity
- Develop strong relationships with key stakeholders to understand their needs and expectations
- Create a portfolio of client experience insights and analytics for strategic action
Key Performance Indicators (KPIs):
- Establish and monitor KPIs to measure client experience initiatives
- Analyze client feedback and data to identify trends and areas for improvement
- Drive NPS strategy and action plans
Implementation and Driver Support Center:
- Develop and implement strategies for successful project implementation
- Monitor project progress and identify potential risks or issues
- Develop and implement DSC strategies and procedures to attend drivers
Required Skills and Qualifications:
- Bachelor's degree in engineering, administration, or a related field
- Master's degree (MBA/CX) preferred
- PMO certification desired
- Tech savvy and client research skills
What's in it for You:
- A culture of innovation, empowerment, decision-making, and accountability
- Comprehensive health and welfare benefits
- Paid time-off programs (vacation, sick leave, and holidays)
Salary Estimate: Based on industry standards and job requirements, we estimate the salary for this role to be around $110,000 - $140,000 per year, depending on location and qualifications.
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