The Consumer Group is committed to transforming the mindset of our organization tochampion a culture where we are NEVER satisfied losing a customer. In order to dothis, we must change the hearts and minds of every employee to stay customercommitted and obsessed to deliver the benefits of complete confidence, more moneyand ease for every customer so there is never a reason for customers to leave us. Withthis in mind, we are recruiting for a seasoned executive leader as Director, CustomerSuccess to lead a horizontal Retention capability driving the growth strategy for our at-risk and win-back customer segments particularly applying customer successstrategies, service recovery programs, personalized offers and messaging withproactive interventions at known areas of defection in the customer lifecycle both in andout of product through data driven solutions. This executive leader partners with otherdedicated leaders from critical functions like Product, PD, Design, Data and Marketingto ensure we are collectively designing segment specific experiences both at the pointof need when they are engaging with our products and through proactive targetedoutreach when critical life events affect our customers’ financial freedom at unexpectedmoments of truth in their life.
What you'll bring
A passion for delighting customers through data driven retention strategies leveraging innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 5-10 years’ experience in a services based industry or SaaS organization, with 10+ years in a leadership role influencing customer experience management in Customer Success, Product marketing, Lifecycle Marketing or similar functions
Proven strong people and organizational leadership… the ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams including coaching leaders to higher levels of impact
Exceptional change management leader that has driven organizations through rapid growth and understand the criticality of operational excellence.
Proven ability to use customer-centric, data-driven insights to drive decisions that lead to superior customer experience
Experience leading consumer facing programs that focus on delivering measurable business outcomes and value.
Exceptional stakeholder management with ability to influence & partner with critical dependent cross functional teams to drive initiatives forward in a highly matrixed organization
High energy level, with a bias for action and accountability.
High degree of self-starting initiative and organization.
Proven success in customer lifecycle marketing with a strong consumer focus