Senior Director, Customer Enablement & Experience

Link Logistics Real Estate Holdco LLC; Florida; On-site; USD 175,000 - 190,000; Full time

Benefits offered by this job

health insurance coverage

retirement savings plan

paid holidays

paid time off

Job summary

Link Logistics Real Estate is seeking a Senior Director of Customer Enablement to champion the customer perspective and deliver best-in-class experience across its industrial real estate portfolio. Reporting to the VP of Customer Intelligence and Enablement, this role guides CX strategy and enterprise-wide enablement programs.

The ideal candidate will bring 12+ years in customer experience leadership, strong analytics, and a track record of cross-functional, data-driven initiatives.

Qualifications

• 12+ years of progressive leadership experience in customer experience, enablement, or customer success roles with lifecycle management.
• Track record of leading cross-functional CX initiatives and improving operational performance.
• Experience 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.
• Understanding of property management operations and large distributed real estate portfolios (bonus).
• Ability to thrive in a fast-paced, growth-oriented environment.

Responsibilities

• Design enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle.
• Map and refine the customer journey in partnership with Operations; lead CX pilots to scale new concepts into repeatable programs.
• Own customer and vendor communications; oversee enablement programs and training across the enterprise.
• Oversee white-glove, high-touch service for high-value Focus Customers with digital-first omnichannel support.
• Support scaling of CX and customer intelligence through digital tools and platforms.
• Integrate processes, systems, and ways of working related to customer intelligence and enablement; foster a cohesive one-company culture.
• Use data and KPIs to demonstrate the impact of enablement initiatives (OSAT, NPS, SSO, SSNOI Growth).
• Advocate for the customer and monitor industry trends and governance in customer interactions.

Skills

CX leadership

Cross-functional leadership

Journey design

Data analytics

Education

Bachelor’s degree in Business/ Psychology/ Marketing/ Communication

Advanced degree preferred

Tools

CRM systems

CX platforms

Analytics tools

Job description

Link Logistics Real Estate is seeking a Senior Director of Customer Enablement to champion the customer perspective and deliver best-in-class experience across its industrial real estate portfolio. Reporting to the VP of Customer Intelligence and Enablement, this role guides CX strategy and enterprise-wide enablement programs.

The ideal candidate will bring 12+ years in customer experience leadership, strong analytics, and a track record of cross-functional, data-driven initiatives.