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Company Name
Trader Interactive
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Trader Interactive is hiring a Director of Client Experience.
A voice for both our internal and external customer groups, this person will focus on ensuring our clients are experiencing our brands’ value at every touchpoint while owning the vision for our customer retention. The successful candidate will be a thought leader - passionate about creating new ways to engage and retain our customers and tasked with the creation and expansion of our current customer service initiatives, including training programs, customer roadmaps, loyalty programs, and churn prediction. The Trader Interactive team has a history of excellent customer service and is excited to have a dedicated senior leader to help take it to the next level. A bachelor’s degree is highly preferred and at least five years of experience managing a successful Customer Service Team is required. Experience working in Salesforce.com and with Net Promoter Scores, is a plus.
Primary responsibilities:
Create an inspiring vision around our customer experience while motivating and inspiring people to engage with that vision
Evaluate and implement programs and processes to increase dealer satisfaction as well as ensure they are in alignment with the company’s goals and objectives
Actively manage customer escalations and collaborate with internal departments to solve concerns
Work with the Senior Leadership team to create roadmaps that best serve our dealers throughout their lifecycle
Hire, train, and retain our customer service teams providing ongoing leadership and coaching that encourages active problem solving, ownership, professionalism, and best practices
Work closely with managers and teams to develop proactive dealer communication plans in order to frequently reinforce our brands’ value proposition & ensure success
Continually identify new customer service trends and progressive ways to serve our customers
Actively participate in budgeting and strategic planning, sharing our customer service team goals and plans with teams
Drive team performance against KPIs and communication quality standards to provide best-in-class customer service in a timely, effective manner
There are two full-time positions, one reporting to the VP of Recreational Brands and one reporting to the VP of Commercial brands, and is based in our home office in Norfolk, Virginia. Relocation assistance and temporary housing assistance may be available for selected candidates.
About Trader Interactive
We are a team of driven technology, marketing, sales, and operations professionals. Our expertise in digital has made us the leading online marketplace and marketing solutions provider in the categories we serve. We are a rapidly evolving company with deep roots—bringing buyers and sellers together remains our core mission. Our talented team consists of 350 employees who run 10 unique businesses from our home office in Norfolk, VA. We offer a dynamic environment, excellent growth opportunities, competitive earnings and a comprehensive benefits package that includes a generous 401(k). Trader Interactive is an equal opportunity employer and proudly supports a diverse workforce.
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Customer Experience
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United States
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MemberSuite
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4.175.1.2310
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