Director of Customer Experience

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

The Director of Customer Experience plays a pivotal role in shaping and enhancing the overall customer journey. This position focuses on developing and implementing strategies that improve customer satisfaction, retention, and loyalty. It involves collaborating with various departments to ensure seamless, high-quality interactions at every touchpoint. The Director of Customer Experience also leverages customer feedback, analytics, and industry trends to drive continuous improvement and innovation. This role demands strong leadership, a deep understanding of customer needs, and a commitment to delivering exceptional service that aligns with the company’s brand and goals.

- Bachelor's degree in Business Administration, Marketing, or related field (Master's preferred).
- Minimum of 7-10 years of experience in customer experience or related roles.
- Proven leadership and team management skills.
- Strong analytical skills and experience with customer feedback and data analysis.
- Excellent communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) tools.
- Experience with customer journey mapping and design.
- Ability to collaborate across departments and with senior management.
- Strong problem-solving skills and ability to resolve complex customer issues.
- Knowledge of industry trends and best practices in customer experience.
- Experience managing budgets and allocating resources efficiently.
- Proven track record of developing and implementing customer loyalty programs.
- Ability to conduct effective training sessions for staff.
- Experience in conducting and analyzing customer satisfaction surveys.
- Strong project management skills.
- Ability to identify and drive process improvements.
- Flexibility to adapt to changing business needs and environments.

- Develop and implement strategies for enhanced customer experience.
- Lead and mentor the customer experience team.
- Set and monitor team goals and expectations.
- Analyze customer feedback and data for improvement insights.
- Collaborate with marketing, sales, and product development teams.
- Monitor and report on customer satisfaction and retention KPIs.
- Create and refine customer journey maps.
- Conduct training for customer-facing staff.
- Resolve complex customer issues and escalate as needed.
- Stay current with industry trends and best practices.
- Manage the customer experience budget efficiently.
- Utilize CRM tools to track interactions and engagement.
- Report customer experience initiatives and outcomes to senior management.
- Identify and implement process improvements.
- Design and oversee customer loyalty programs.
- Execute customer satisfaction surveys and feedback collection.
- Coordinate cross-functional efforts to align on customer experience goals.

The ideal candidate for the Director of Customer Experience is a strategic thinker with a deep-seated customer-centric mindset, possessing a minimum of 7-10 years of extensive experience in customer experience or related roles. They hold at least a Bachelor's degree in Business Administration, Marketing, or a related field, with a Master’s degree preferred, and demonstrate proven leadership and team management skills. This individual excels in analyzing customer feedback and data to derive actionable insights and improvements, and is proficient in utilizing CRM tools for tracking interactions and driving engagement. With strong expertise in customer journey mapping and design, they are adept at collaborating seamlessly across departments including marketing, sales, and product development to align on customer experience goals. Exceptional communication and interpersonal skills enable them to conduct effective training sessions and resolve complex customer issues, escalating when necessary. This candidate is knowledgeable about industry trends and best practices, and comes with a demonstrated ability to manage budgets efficiently, design successful customer loyalty programs, and conduct insightful customer satisfaction surveys. As a proactive and results-oriented leader, they excel in conflict resolution, possess strong problem-solving capabilities, and embody a continuous improvement mindset. They are detail-oriented, innovative, and adaptable to change, with the ability to inspire and motivate a team, driving customer satisfaction and retention to new heights. Passionate about delivering outstanding customer service, this individual is resilient, thrives in fast-paced environments, and consistently turns insights into impactful actions.

- Develop and implement strategies to enhance the overall customer experience across all touchpoints.
- Lead and mentor a team of customer experience professionals, setting clear goals and expectations.
- Analyze customer feedback and data to identify areas of improvement and actionable insights.
- Collaborate with cross-functional teams including marketing, sales, and product development to align on customer experience goals.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction and retention.
- Create and refine customer journey maps to ensure a seamless customer experience.
- Conduct regular training sessions for customer-facing staff to ensure high levels of service and consistency.
- Resolve complex customer issues and escalate critical concerns as necessary.
- Stay up-to-date with industry trends and best practices to continually refine customer experience strategies.
- Develop and manage a customer experience budget, ensuring efficient allocation of resources.
- Utilize customer relationship management (CRM) tools to track interactions and drive engagement.
- Participate in meetings with senior management to report on customer experience initiatives and outcomes.
- Identify opportunities for process improvements and work with relevant teams to implement changes.
- Design and oversee customer loyalty programs and other initiatives to drive customer engagement and retention.
- Coordinate and execute customer satisfaction surveys and other forms of customer feedback collection.

- Strategic thinker with a customer-centric mindset
- Proactive and results-oriented approach
- Strong leadership and mentoring abilities
- Excellent analytical and problem-solving skills
- Exceptional communication and interpersonal skills
- Highly collaborative and able to work across departments
- Strong conflict resolution and negotiation skills
- Adept at managing and prioritizing multiple tasks
- High attention to detail and quality
- Innovative and adaptable to change
- Passionate about delivering exceptional customer service
- Data-driven and capable of turning insights into action
- Demonstrated experience in driving customer retention and satisfaction
- Forward-thinking with a continuous improvement mindset
- Ability to inspire and motivate a team
- Resilient and able to thrive in fast-paced environments

- Competitive salary range: $120,000 - $150,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company matching
- Generous paid time off (PTO) and holiday schedule
- Flexible work hours and remote work options
- Professional development and continuing education opportunities
- Company-sponsored wellness programs
- Employee assistance programs (EAP)
- Opportunities for career advancement and growth
- Company stock options or equity opportunities
- Paid parental leave
- Travel reimbursement for business-related expenses
- Access to company events and networking opportunities
- Discounts on company products and services
- Inclusive and diverse work environment
- Gym membership or fitness class reimbursement
- Tuition reimbursement for job-related courses and programs
- Monthly internet or phone stipend for remote employees
- Team-building activities and company retreats