Senior Director, Customer Enablement & Experience

Link Logistics; Fort Washington (Montgomery County); On-site; USD 175,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plan

Paid holidays

Paid time off

Job summary

Link Logistics Real Estate is seeking a Sr. Director of Customer Enablement to champion the customer perspective across the organization and shape a best-in-class experience across its industrial real estate portfolio.

You will lead the Customer Enablement functions, drive enterprise-wide CX initiatives, and collaborate with operations to reduce friction and grow loyalty. The role focuses on designing customer experiences, implementing scalable programs, and leveraging data and governance to

Qualifications

• Bachelor’s degree in Business, Psychology, Marketing, Communication, or related field; advanced degree preferred.
• 12+ years of progressive leadership experience in customer experience, enablement, or customer success.
• Track record of leading cross-functional CX initiatives and improving operational performance.
• Experience designing and optimizing journeys for customers and employees.
• Strong communication, analytical, financial acumen, change management and stakeholder engagement skills.

Responsibilities

• Design and implement enterprise-wide strategies for a consistent customer experience across the lifecycle.
• Map and refine the customer journey in partnership with Operations; lead CX pilots.
• Own customer and vendor communications; oversee enablement programs and training enterprise-wide.
• Oversee white-glove service for Focus Customers with digital-first omnichannel support.
• Support scaling CX and customer intelligence through digital tools and platforms; drive integration across teams.

Skills

Leadership experience

Customer experience

Stakeholder engagement

Data analytics

Change management

CRM platforms

Communication skills

Industry knowledge (real estate)

Education

Bachelor’s degree

Advanced degree preferred

Tools

CRM systems

CX platforms

Analytics tools

Job description

Link Logistics Real Estate is seeking a Sr. Director of Customer Enablement to champion the customer perspective across the organization and shape a best-in-class experience across its industrial real estate portfolio.

You will lead the Customer Enablement functions, drive enterprise-wide CX initiatives, and collaborate with operations to reduce friction and grow loyalty. The role focuses on designing customer experiences, implementing scalable programs, and leveraging data and governance to