Senior Director, Enterprise Customer Experience & Enablement

Link Logistics; Atlanta (GA); 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 shape a best-in-class experience across Link’s industrial real estate portfolio.

Reporting to the VP of Customer Intelligence and Enablement, this role leads enablement functions enterprise-wide. You will design experiences across the customer lifecycle, drive loyalty, and oversee programs such as Link Way and CX Champions, while using data to prove impact with metrics like NPS

Qualifications

• 12+ years of progressive leadership in customer experience, enablement, or customer success.
• Experience with customer lifecycle management and program ownership.
• Proven track record leading cross-functional CX initiatives.
• Strong communication, analytical and stakeholder engagement skills.
• Experience with CRM, analytics, and CX platforms; data-driven decisions.
• Knowledge of property management operations is a plus.

Responsabilités

• Design enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints.
• Map and refine the customer journey with Operations and lead CX pilots.
• Own customer and vendor communications and oversee enablement programs.
• Oversee white-glove service for high-value Focus Customers with digital omnichannel support.
• Support scaling of CX through digital tools and platforms.
• Foster a cohesive one-company culture across teams.
• Use data and KPIs (OSAT, NPS, SSO, SSNOI Growth) to demonstrate impact.
• Advocate for the customer and monitor industry trends and governance.

Connaissances

Leadership experience

Customer experience strategy

Cross-functional collaboration

Change management

Communication

Data-driven decisions

Formation

Bachelor’s degree in Business or related field

Advanced degree preferred

Outils

CRM platforms

CX analytics tools

Description du poste

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

Reporting to the VP of Customer Intelligence and Enablement, this role leads enablement functions enterprise-wide. You will design experiences across the customer lifecycle, drive loyalty, and oversee programs such as Link Way and CX Champions, while using data to prove impact with metrics like NPS