The Global Mobility Director of Customer Experience is responsible for leading the strategic direction and execution of customer experience initiatives across the EMEA region. This role involves developing and implementing strategies that enhance the overall customer journey, ensuring alignment with the company’s goals of customer satisfaction, retention, and growth. The Global Mobility CX Director will collaborate with senior leadership and cross-functional teams to drive a customer-centric culture and operational excellence.
Primary responsibilities of the Global Mobility CX Director include:
- Manages and supervises the team of Global Mobility, Customer Experience Managers.
- Serves as the subject matter experience regarding client global mobility and relocation related queries.
- Implements the strategic vision and mission for client and customer service delivery to achieve the company’s objectives.
- Works closely with Client Relations leadership to balance operational and relationship requirements to retain and grow client engagements.
- Leads, mentors, and inspires a team of customer experience professionals to deliver exceptional service to our clients and customers, leveraging customer data and other inputs.
- Establishes a culture of customer service excellence balanced by accountability, collaboration, learning, and continuous improvement across the organization.
- Designs, monitors, and evaluates the performance of operations for their client portfolio, identifying areas for improvement in collaboration with the operational excellence team.
- Collaborates with operational excellence leadership in the creation of effective business processes, SOPs, and training modules and oversees the implementation and ongoing adherence to them.
- Implements best practices, data integrity compliance efforts, and process improvements; measures to optimise workflows and enhance service delivery.
- Responsible for the operational and financial performance of a client portfolio consisting of large and/or strategic clients approximately valued at between £3 and £7 million. The final portfolio is subject to adjustment regionally at management discretion.
- Partners with marketing, product development, and technology to design and implement technology solutions that enhance client services delivery model and operational effectiveness.
- Performs other duties as assigned.
Required skills and experience:
- Years of experience working within the relocation and global mobility sector.
- Bachelor's or Master’s degree in business administration, management, or a related field preferred.
- A minimum of 8 years of people management experience required.
- Proven experience in leading client service operations teams at a senior level to deliver exceptional results.
- Demonstrated experience in driving change management and process implementation.
- Deep understanding of customer service principles and practices, with a passion for delivering exceptional customer experiences.
- Strong operations management and customer service orientation.
- Demonstrated knowledge of business processes, data lifecycle, root cause analysis, and performance analysis.
- Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organisation.
- Excellent relationship management skills with internal and external stakeholders.
- Ability to inspire followers and drive measurable engagement and advocacy.
- Strong analytical skills for performance monitoring and data-driven decision-making.
- Demonstrated project management skills, with a track record of successful project execution.
- Superior technical skills using required applications (Salesforce, PBI, Excel, PowerPoint).
- Ability to multitask and focus on competing priorities.
- Ability to adapt to a dynamic business environment and lead in times of change and growth.
- Familiarity with compliance and legal aspects related to business operations.