● Oversee and manage the Customer Experience Department in alignment with the departmental KPIs and objectives
● Manage the Customer Experience Journey (are our customers satisfied?), and lead and implement improvement projects in alignment with Native’s strategic goals
● Hire, train, and oversee the ongoing development of department personnel
Oversee and Manage the CX Department
● Accountable for the performance of the CX Department against the department KPI’s and overall business objectives
● Present leadership with weekly and monthly department debriefs on KPI performance
● Oversee the execution of Customer-Facing Communication across all channels (phone, email, text, webchat and other customer inquiries using our Internal Tools) o Assist in the daily execution of Customer Experience tasks
● Manage and handle complex/escalated customer issues and complaints
● Develop and execute Sales (aka closing) initiatives in alignment with quarterly objectives
● Review and approve the staffing schedule for the Customer Experience Team to ensure staffing meets demand
Manage the Customer Experience Journey
● Implementing and manage an affective customer loyalty program
● Continually find areas of opportunity to improve the Customer Experience by:
- Ensuring all interactions are value-added
- Creating new processes, products, or ideas that enhance the customer experience
- Utilizing customer feedback to identify opportunities in our customer experience.
Hire, Train & Oversee the Ongoing Development of Department Personnel
● Lead the hiring and training of new department personnel
● Continuously evaluate and refine the training program as new processes are added
● Prepare for and lead weekly CX Department meetings
Additional Responsibilities
● Attend and participate in company and department meetings
● Execute other projects as assigned by Leadership
● Own the relationship with Rental Car Manager and be a resident expert.
● Assisting in internal van-moves as needed
● Supporting other departments as needed
