• Director Voice of the Customer

    Job Locations US-TX-Irving
    Posted Date 4 weeks ago(3/29/2018 5:01 PM)
    ID
    2018-38536
    Category
    Merchandising
  • Overview

     

    The successful incumbent will have an undeniable passion for the Customer Experience; will be a critical partner in identifying new and innovative approaches to significantly enhance our customers’ experience and restore trust when customer issues arise.

     

    Successful Profile:

    • Customer obsessed and digitally savvy.
    • A passionate leader that has vision and knows how to influence change.
    • An entrepreneurial spirit.
    • Wear multiple hats; be strategic and drive execution.
    • Action oriented; capable of developing 3-year roadmap while executing current plan.
    • A leader that attracts and motivates talent and develops future leaders.
    • Proven ability at making tough decisions in a sea of ambiguity.
    • Communicate, collaborate and partner effectively at all levels of the organization from the executive team to the hourly workforce; exhibits executive presence in all channels and interactions.
    • Exhibits a passion to build and align around customer experience strategies to ensure a seamless customer centric journey from digital to store to customer contact center.
    • Be a vocal champion for the customer and act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization.

     

    Responsibilities

     

    • Develops the standards, process, procedures and structure for 7 Eleven Customer Center.
    • Lead overall voice of the customer at 7-Eleven, handling all feedback and translating insights into product and experience opportunities.
    • Build new capabilities to track our customer experience.
    • Works in partnership with Franchising, Legal, Merchandising, Marketing and Operations to develop and monitor customer service standards.
    • Integrates with legal, food safety and quality assurance (FSQA), communications and brand to build agreed-upon talking points with customers. 
    • Builds systems and knowledge that document all inquiries and responses. 
    • Builds Quality assurance measures with customer interactions, scoring responses for an on-brand experience. 
    • Develops and monitor triage approach for high-risk calls. 
    • Owns the daily operations of the contact center as the leading point of contact for the proactively providing insight and recommendations as needed; first responder to customer priority resolutions
    • Collaborates with the operations team to review people, processes and technologies to maximize efficiencies and effectiveness in all channels employing modern strategies (social media, e-mail, chat, video conferencing, co-browsing, text messaging, etc.).
    • Leads the culture of ongoing development by example; works collaboratively and side-by-side with other leaders in the organization to bring to life a behavioral coaching model that drives customer excellence.
    • Identifies creative ways to organize roles and processes to deliver world-class customer experiences.
    • Deliver results by setting goals, priorities, and processes that align across your team and the organization.

     

    Qualifications

     

    • Bachelors/ 4 Yr. Degree; MBA preferred
    • Experience: 7+ Years
    • Travel Requirements: 25%

     

    Proven Ability in the Following:

    • Ability to coach and mentor others
    • Demonstrated success in Executive level interactions
    • Success leading modern contact center operations
    • Able to translate VOC insights and other metrics such as satisfaction, loyalty and other research into practical and prioritized changes to improve scores.
    • Strong project management skills and execution orientation to keep projects and teams focused on improvement tasks and deliverables.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed