Director of Customer Experience

CJS GLOBAL; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading service provider in the United States is seeking a Director of Customer Experience to ensure exceptional client satisfaction and retention. This role includes managing account relationships, overseeing service delivery, and implementing strategies for customer satisfaction. Candidates should have extensive experience in client relations and strong leadership skills, alongside a Bachelor's degree in a relevant field.

Qualifications

• 5+ years of experience in customer success or account management.
• Proven track record of maintaining client satisfaction and driving retention.
• Willingness to work flexible hours, including nights and weekends.

Responsibilities

• Act as the main point of contact for assigned accounts.
• Conduct daily inspections and quality walkthroughs.
• Design and implement strategies to enhance customer satisfaction.

Skills

Client relationship management

Problem-solving

Strong communication

Education

Bachelor’s degree in Business, Hospitality, or related field

Tools

CRM systems

Job description

Position Locations Available in NYC, South Florida, Dallas, Phoenix, Nashville

Position Summary

The Director of Customer Experience is responsible for ensuring exceptional client satisfaction, retention, and growth across all janitorial and service operations. This role acts as the primary advocate for clients, balancing strategic leadership with hands‑on service management. The Director will oversee account management, quality assurance, new account launches, communication, and problem resolution, while also identifying opportunities for sales growth and process improvement. Success in this role requires a customer‑first mindset, strong leadership, and the ability to thrive in a fast‑paced, service‑driven environment.

Key Responsibilities

Client Relationship Management

• Serve as the main point of contact forassignedaccounts, venues, and clientsin the territory.
• Build strong, long-term client relationships by understanding customer needs and expectations.
• Conduct regular client check-ins, business reviews, and walkthroughs to ensure satisfaction.
• Formulate and manage relationships with key management at each client venue.

Service Quality & Delivery

• Conduct daily inspections and quality walkthroughs, ensuring cleaning services meet or exceed expectations.
• Modify Statements of Work (SOW) as needed to reflect evolving client requirements.
• Partner with Operations and Site Supervisors to address service issues quickly and effectively.
• Manage and oversee specialty cleaning projects, ensuring proper documentation (before/after photos).

Communication & Problem Solving

• Act as a liaison between clients and internal departments, ensuring real‑time updates on client needs.
• Provide prompt solutions toescalatedcomplaints, ensuring satisfactory resolution.
• Communicate effectively with the VP of Operations and leadershipregardingclient issues and needs.
• Respond promptly to urgent requests, including nights,weekendsand holidays, as needed.
• Proficient with mobile communication via text messaging and email.

Customer Experience Strategy

• Design and implement strategies to enhance customer satisfaction, retention, and account longevity.
• Standardize customer onboarding processes to ensure smooth new account launches.
• Track and report on customer experience KPIs, including satisfaction scores, retention rates, and issue resolution times.
• Maintain strong retention rates by proactively addressing concerns to prevent cancellations.
• Identifyopportunities to upselladditionalservices, specialty offerings, or expanded scopes of work.
• Prospect potential new clients within assigned territories.
• Conduct “labor walks” todeterminestaffing costs and prepareaccurateproposals.
• Develop and deliver customized cleaning proposals tailored to client needs.
• Support seamless transitions from sales to operations by coordinatinglogisticsand onboarding for new accounts.

Data, Reporting & Insights

• Collect and analyze client feedback toidentifytrends, opportunities, and areas for improvement.
• Prepare daily notes summarizing inspections, client interactions, and service outcomes for upper management.
• Provide weekly pipeline reportsidentifyingactive proposals, new opportunities, and market activity.
• Condense findings into nightly recap reports for leadership review.

Market Research & Continuous Improvement

>Research industry trends, competitor offerings, and customer preferences to stay ahead of market demands.
• Benchmark industry best practices and integrate them into company processes.
• Collaborate with leadership to implement new initiatives, technology solutions, and service improvements.

Leadership & Team Development

• Lead, mentor, and coach customer-facing team members to deliver best-in-class service.
• Develop and implement training programs on customer service excellence and quality assurance.
• Foster a culture of accountability, responsiveness, and professionalism throughout the organization.
• Collaborate with HR and Operations to align staffing and training with client needs.

Qualifications

• Bachelor’s degree in Business, Hospitality, Facilities Management, or related field (MBAa plus).
• 5+ years of experience in customer success, client relations, or account management (hospitality, janitorial or facilities services strongly preferred).
• Proventrack recordofmaintainingclient satisfaction, resolving escalated issues, and driving retention.
• Strong leadership, interpersonal, and communication skills.
• Experience with CRM systems, quality assurance programs, and proposal development.
• Ability to balance strategic responsibilities with hands‑on client management.
• Willingness to work flexible hours, including nights and weekends, to meet client needs.
• Mustpossessvaliddriver’s license and vehicle.