Senior Director, Customer Enablement

Link Logistics • Atlanta, GA

2d

About The Position

The Senior Director of Customer Enablement is a strategic executive responsible for championing the customer perspective across Link Logistics Real Estate and shaping and delivering a best-in-class customer experience across its enterprise-wide industrial real estate portfolio. Reporting to the Vice President of Customer Intelligence and Enablement, this role provides strategic and operational leadership over Customer Enablement functions across the enterprise. The position designs customer lifecycle experiences that generate customer intelligence, improve outcomes, empower the field, and enable smarter, faster enterprise decisions.

Requirements

• Bachelor’s degree in Business, Psychology, Marketing, Communication, or a related field.
• 12 or more years of progressive leadership experience in customer experience, enablement, or customer success roles, with direct responsibility for customer lifecycle management and program ownership.
• Track record of leading successful cross-functional customer experience initiatives and improving operational performance.
• Demonstrated success designing and optimizing journeys for both customers and employees.
• Exceptional communication, analytical and financial acumen, change management, and stakeholder engagement skills.
• Experience with customer engagement technologies, including CRM, analytics, and CX platforms, and demonstrated ability to analyze and leverage data for business impact.
• Ability to thrive in a fast-paced, growth-oriented environment and manage competing priorities.

Nice To Haves

• Advanced degree.
• Solid understanding of property management operations, customer relations, and service delivery within a large, distributed real estate portfolio.
• Certified Customer Experience Professional (CCXP) designation.
• Change management (Prosci) and/or Lean/Six Sigma training or certification.

Responsibilities

• Design and implement enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle.
• Map, architect, and continuously refine the customer journey in partnership with Operations.
• Lead customer experience pilots that test, validate, and scale new experience concepts into repeatable, operationalized programs; identify and resolve gaps that reduce friction and drive loyalty.
• Own customer and vendor operational communications and oversee enterprise enablement programs and training, including Link Way, CX Champions, and the CX Allowance.
• Oversee white-glove, high-touch service for high-value Focus Customers while providing digital-first omnichannel support across customer segments and digital products.
• Support the scaling of customer experience and customer intelligence through digital tools and platforms, including Link+, FieldIQ, chatbot, call center, and messaging.
• Support integration of processes, systems, and ways of working related to customer intelligence and enablement, while fostering a cohesive one-company culture across teams.
• Use data, metrics, and customer feedback to demonstrate the impact of enablement initiatives, including KPIs such as OSAT, NPS, SSO, and SSNOI Growth.
• Serve as the organizational advocate for the customer, driving a customer-centric culture, monitoring industry trends and competitive benchmarks, and ensuring compliance with governance, operational, and regulatory standards across customer interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior