Customer Experience Director

Airgas•Denver, CO

2d•Onsite

About The Position

Airgas is hiring for a Customer Experience Director and Compliance in Denver, CO. This role is responsible for improving the customer experience and reducing customer churn. In collaboration with Regional Company and Business Support Center leadership and branch associates, the Region Customer Experience Director will identify continuous improvement opportunities and technological enhancements at every step along the customer journey. The goal is to create and maintain an effortless customer experience resulting in increased customer loyalty, advocacy, and increased purchases.

Requirements

Strong leadership skills to lead and direct others (locally and virtually); ability to communicate effectively on a regular cadence to senior executives regarding strategies, goals, and status; collaborative and strong ability to connect and influence multiple leadership levels.
Strong proficiency in Google and Microsoft Office (Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets, and Hangouts).
Functional understanding of ERP systems and customer lifecycle management (account creation, sales transactions, collections); understanding of the Central Division Branch Operations Dashboard and critical metrics; experience with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems.

Nice To Haves

Bachelor’s degree in business management, marketing, or a related field.

Responsibilities

Implement best practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment; optimizing each step of the customer journey.
Strive towards the goal of creating and maintaining an effortless customer experience resulting in increased customer loyalty, advocacy and increased purchases.
Drive Customer Experience initiatives within the region.
Work directly with region Area Branch Operations Coordinators (ABOCs) and branch personnel to improve customer experience, customer stick and ease of the order to cash process, and reduce churn.
Identify customer life cycle issues and lead change management projects both at branch and region levels.
Lead the region's efforts to minimize/eliminate dispute creation in the field and work collaboratively with the BSC CX team to resolve open disputes and improve branch processes impacting the customer experience (i.e. customer onboarding, order processing, fulfillment, etc.).
Identify knowledge gaps in the field that are directly related to transactional accuracy/integrity and the Customer Experience and deliver targeted training (with ABOC’s) to improve.
Partner with Division Talent Management and Region Leadership to develop CX oriented material for use in new associate recruiting, onboarding, developing, and sustaining.