Senior Director of Customer Experience and Growth

hace 21 horas


Barcelona, Barcelona, España Lodgify A tiempo completo

Company Overview: Lodgify is a fast-growing company leading the vacation rental industry with innovative software. We empower property owners and managers to efficiently manage and market their rental businesses online.

Salary: We offer a competitive salary, estimated at $120,000 per year, depending on experience and qualifications.

Job Description

We are seeking a Senior Director of Customer Experience and Growth to lead and scale our Customer Success department. As a key member of the management team, you will develop and execute strategies that drive customer engagement, retention, and growth.

Key Responsibilities:

  • Create and implement a comprehensive customer success strategy aligned with Lodgify's business goals and objectives.
  • Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth.
  • Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents.
  • Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions.
  • Manage remote teams, ensuring they stay motivated and cohesive, maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives.
  • Develop and implement customer retention programs to minimize churn and enhance customer loyalty.
  • Identify opportunities for upselling and cross-selling additional products and services to existing customers.
  • Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies.
  • Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction.
  • Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability.
  • Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support.
  • Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns.
  • Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making.

Benefits

Lodgify offers a dynamic and international work environment, a competitive salary, and excellent benefits, including health insurance, retirement plans, and paid time off.

Requirements

To succeed in this role, you should have:

  • A proven track record of driving customer success and growth in a leadership role.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members.
  • Strong analytical and problem-solving skills, with the ability to utilize data and analytics to drive strategic decision-making.
  • A customer-centric mindset, with a focus on delivering exceptional customer experiences.
  • The ability to collaborate effectively with cross-functional teams, including Sales, Marketing, Product, and Engineering.


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