Senior Director, Customer Experience & Strategy

August 28

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Hootsuite

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Too many brands suck at social. Yours doesn’t have to.

Social Media Management System • Twitter • Facebook • LinkedIn • Social Media ROI

1001 - 5000

💰 $50M Debt Financing on 2018-03

Description

• We are seeking a dynamic and visionary leader to drive our customer experience and strategic initiatives, ensuring that our customer-centric approach remains a key differentiator in the market. • As the Senior Director of Customer Experience and Strategy at Hootsuite, you will be responsible for leading and transforming our customer experience (CX) and strategy functions. • You will work closely with senior executives and cross-functional teams to build and implement innovative strategies that drive customer satisfaction, retention, and business growth. • Your expertise in customer success, strategic planning, and organizational leadership will be crucial in achieving our business goals. • As a senior leader with a passion for customer success and strategic innovation, the Senior Director, Customer Experience and Strategy will be integral to our growth and help to shape the future of Hootsuite. • This role will report to the Chief Customer Officer. • Develop and execute a comprehensive customer experience and strategy roadmap aligned with Hootsuite’s vision and objectives, for customers with 1:1 support as well as those in our scaled, 1:many motions. • Lead, hire, mentor, and inspire a combination of customer facing and operational roles to achieve excellence in customer experience.

Requirements

• Advanced level of experience in customer experience, success, and strategy, with a strong track record of driving growth and value in startups and scale-ups. • Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture. • Expertise in strategic planning, program management, and process improvement. • Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making. • Education: Bachelor’s degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus. • Recognition: Acknowledged as a top customer strategist and thought leader in the industry. • Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs • Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action • Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. Excellent communication and presentation skills, with the ability to engage and influence senior executives as well as front line employees. • Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems • Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects • Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals • Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work • Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision • Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team