Senior Director, Customer Experience

ABOUT THE SHADE STORE

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.

WHY WORK AT THE SHADE STORE

We set out to create a company culture that is enjoyable, rewarding, and where there is continuous upward mobility and growth opportunity.

If you work hard, give the company your all, use good judgment, and have a positive attitude then the sky is the limit. In return, there are numerous perks and benefits including :

• Competitive compensation
• Comprehensive Medical, Dental and Vision benefits
• Generous Paid Time Off inclusive of holidays and flexible floating holidays
• 401k retirement plan with company matching

THE POSITION : Senior Director, Customer Experience

The Shade Store is seeking a dynamic and strategic Senior Director of Customer Experience to lead our Customer Experience department.

This role will be responsible for driving operational excellence and ensuring a seamless customer journey across all touchpoints.

As a Senior Director of Customer Experience, you will bring a strong background in customer service operations, process optimization and team leadership.

RESPONSIBILITIES :

• Lead the operational aspects of the Customer Experience department, with a focus on optimizing processes and procedures to enhance efficiency and effectiveness.
• Manage the Customer Experience team, including hiring, training, and development of the team.
• Set and track key performance indicators (KPIs) to measure the success of customer experience initiatives and drive accountability within the team.
• Implement and maintain standard operating procedures (SOPs) for the customer journey and regularly review and refine processes to drive continuous improvement.
• Develop customer-centric strategies to enhance the overall customer journey, from initial outreach to post-sales support.
• Inspire and motivate a team of customer experience professionals, providing guidance and support to ensure their success in delivering exceptional service.
• Oversee that all customer escalations are responded to promptly and resolved to the customer’s satisfaction.
• Strategically analyze customer feedback and data to identify trends and areas for improvement and implement data-drive solutions to address them.
• Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
• Stay informed about industry trends and best practices in customer experience management and incorporate relevant insights into strategies.

WHAT WE ARE LOOKING FOR :

• Bachelor’s degree in business administration, operations management, or a related field
• Proven experience (5+ years) in a customer experience leadership role, preferably in a luxury goods or retail industry.
• Strong understanding of operational processes and best practices in customer experience.
• Proficiency in data analysis with the ability to interpret metrics and drive performance improvements.
• Strategic thinker with a track record of developing and implementing successful customer experience strategies.
• Excellent people management skills with the ability to inspire and motivate a team.
• Customer-focused mindset with a commitment to delivering exceptional service.

THE SHADE STORE offer is contingent upon :

Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date.

The Shade Store provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.