Director of Customer Experience & Loyalty

KEH Camera; Atlanta (GA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

401(k) plan

Health and dental coverage

Paid time off

Job summary

KEH Camera in Atlanta, GA is seeking a Director of Customer Experience to unify user journeys across our website, contact center, and retail store. Reporting to the CEO, this leader will drive measurable improvements in trust, retention and service quality while shaping the customer feedback program Project Impact.

You will partner with Operations, Product, Marketing and Technology to diagnose root causes, set accountable owners, and verify lasting changes.

Qualifications

• Eight or more years in customer experience or related roles, with at least three in leadership.
• Proven record of improving customer retention and service outcomes across journeys.
• Experience leading across operations, technology, product and marketing with shared accountability.
• Strong analytical judgment combining feedback with operating data.

Responsibilities

• Own the customer experience improvement agenda across website, contact center, retail and operations.
• Lead Project Impact to translate feedback into prioritized problems and fixes.
• Define experience standards and drive service quality and recovery across channels.
• Collaborate with departments to implement change with clear ownership and deadlines.
• Measure impact on retention, conversion, and cost-to-serve with KPI governance.

Skills

CX leadership

Customer experience strategy

Cross-functional leadership

Data-driven decision making

AI collaboration

Tools

Zendesk

CRM systems

Analytics tools

Job description

KEH Camera in Atlanta, GA is seeking a Director of Customer Experience to unify user journeys across our website, contact center, and retail store. Reporting to the CEO, this leader will drive measurable improvements in trust, retention and service quality while shaping the customer feedback program Project Impact.

You will partner with Operations, Product, Marketing and Technology to diagnose root causes, set accountable owners, and verify lasting changes.