Enterprise Customer Experience Director

Link Logistics; New York (NY); Sur place; USD 175 000 - 190 000; Plein temps

Avantages offerts par ce poste

Health insurance

Retirement plan

Paid holidays

Paid time off

Résumé du poste

Link Logistics Real Estate is seeking a Sr. Director of Customer Enablement to champion the customer perspective and drive a best-in-class experience across its enterprise-scale portfolio.

Reporting to the VP of Customer Intelligence and Enablement, this role leads strategic initiatives to improve outcomes and empower the field with smarter, faster decisions. This position designs enterprise-wide CX strategies, oversees enablement programs, and partners with Operations to scale digital tools and

Qualifications

• 12+ years of progressive leadership experience in customer experience, enablement, or customer success with lifecycle ownership.
• Track record of leading cross-functional CX initiatives and improving operational performance.
• Designing and optimizing journeys for customers and employees.
• Exceptional communication, analytical and financial acumen, change management, and stakeholder engagement skills.
• Experience with customer engagement technologies (CRM, analytics, CX platforms) and data-driven decision making.

Responsabilités

• Design enterprise-wide strategies for a consistent, impactful customer experience across touchpoints and channels.
• Map and refine the customer journey in partnership with Operations, scaling CX pilots into repeatable programs.
• Own customer and vendor communications, and oversee enablement programs and training across the enterprise.
• Oversee the delivery of high-touch service for Focus Customers while providing digital-first omnichannel support.
• Support scaling of CX and customer intelligence through digital tools and platforms.
• Foster a cohesive one-company culture across teams while monitoring governance, operations, and regulatory standards.

Connaissances

Customer journey design

Cross-functional leadership

CX strategy

Stakeholder engagement

Formation

Bachelor's degree or higher

Outils

CRM systems

CX platforms

Analytics tools

Description du poste

Link Logistics Real Estate is seeking a Sr. Director of Customer Enablement to champion the customer perspective and drive a best-in-class experience across its enterprise-scale portfolio.

Reporting to the VP of Customer Intelligence and Enablement, this role leads strategic initiatives to improve outcomes and empower the field with smarter, faster decisions. This position designs enterprise-wide CX strategies, oversees enablement programs, and partners with Operations to scale digital tools and