About ClubReady ClubReady is the leading provider of full-suite studio fitness and wellness club management software and services. Founded in 2009, ClubReady has been committed to building the studio fitness business of the future. The ClubReady Fitness Management Platform provides clients a full membership management and engagement experience to attract, retain and better serve their members. ClubReady’s Performance IQ enhances this platform with fitness tracking software that delivers high quality, real-time, individual and group fitness results leading to higher member engagement, retention and loyalty. We are a fast-paced environment, we look for people that are ‘doers’ that will thrive in a setting that is collaborative, fun and focused on the next phase of our growth.
JOB OVERVIEW: The Director of Customer Experience (CX) champions and builds a customer-centric culture and drives a world class customer experience for our Corporate/Franchise customers, Franchise Partners and Studio Owners and Staff. This newly created role will lead the company to create a delightful, consistent and unified experience for our team members, partners and customers. The Director will analyze and define the customer journey, drive thought leadership throughout the organization, and lead customer experience teams to deliver optimal customer outcomes.
This role examines the needs, desires of the customer and then creates and implements strategies that directly boost loyalty. The ultimate goal is to turn customers into advocates for the brand.
This role is responsible for driving customer goals that first and foremost – produce value and results for our customers. Happy, successful customers onboard faster, adopt new products/features, stay with us longer and attract more new customers.
RESPONSIBILITIES & DUTIES:
Raise the lifetime value of the customers and encouraging brand advocacy
Create the customer journey map
Lead the design and execution of the customer journey and touchpoints or each milestone reached by the customer
Managing customer success activities like onboarding, training, customer relationships, etc.
Measuring effectiveness of customer success through right metrics.
Create vision, drive strategy, and execute approach that the delights our owners and corporate customers.
Drive innovative strategies that deepen our customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver industry-leading customer experiences
Be accountable for driving change across the organization to continually improve customer experience
Lead customer experience discipline across the organization, working with key partners in marketing, sales and product.
Provide oversight and governance of the customer experience, including onboarding, ensuring VOC is factored into service delivery and support.
Manage the end-to-end process of guiding customers from onboarding to growth phases with our suite of products.
Ensure customer experience team collaborates across business functions, consistently driving for process and product improvement
Build SOPs and a Continuous Improvement process that leverages organizational learning and reflection
Encourage problem-solving, strategic thinking and customer-orientation
Evangelize and educate the broader organization about Customer Experience ethos, its impact on our customers and enables companies to gain a significant competitive advantage
Devise key performance indicators that measure and track performance
Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
QUALIFICATIONS AND EXPERIENCE REQUIRED:
A passion for continuous improvement and learning
The ability to execute and influence across the organization
Passion for the ClubReady story, product, and customer, and a vision for how we can continue to create an above and beyond customer experience
Experience in Customer Experience Strategy focused covering; research, analysis, and customer-focused strategy, solution design and delivery
Strong track-record in planning and delivering strategic projects using customer/user centered strategy and design approach (i.e. VOC, human centered design)
Experience leading projects (small to medium sized teams) ideally utilizing Agile product management
Experience defining strategies, service blueprints, designing customer journey’s and transformational roadmaps and presentations
Ability to foster customer relationships, successfully deliver project outcomes, and manage the demands of internal and external customer expectations and project team needs
Bachelor’s degree with 14+ years of experience OR Master’s/Doctoral degree with 12+ years of experience AND 4+ years managing people
Exceptional analytical skills; track record of improving customer experience KPIs in previous roles
Expertise using data and analytics to support recommendations and strategies
