Senior Director, Customer Enablement

Link Logistics•Doral, FL

About The Position

Link Logistics Real Estate is seeking a strategic executive to champion the customer perspective and shape and deliver a best-in-class customer experience across its enterprise-wide industrial real estate portfolio. Reporting to the Vice President of Customer Intelligence and Enablement, the Senior Director provides strategic and operational leadership for Customer Enablement functions across the enterprise. The position designs customer lifecycle experiences that generate intelligence to improve outcomes, empower the field, and support smarter, faster enterprise decisions. The role leads enterprise-wide customer experience strategy and journey design, pilots and scales new experience concepts, and oversees customer and vendor communications, enablement programs, and training. It is responsible for high-touch service for Focus Customers and digital-first omnichannel support across customer segments and digital products. The Senior Director also supports the scale and integration of customer intelligence and enablement processes, systems, and ways of working; measures program impact using customer feedback and business metrics; and advocates for a customer-centric culture while ensuring compliance with applicable standards.

Requirements

Bachelor’s degree in Business, Psychology, Marketing, Communication, or a related field.
12+ 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 in designing and optimizing journeys for both customers and employees.
Exceptional communication, analytical, and financial acumen, as well as 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 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 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 and digital-first omnichannel support across customer segments and digital products.
Support scaling 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, 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, drive a customer-centric culture, monitor industry trends and competitive benchmarks, and ensure compliance with governance, operational, and regulatory standards across customer interactions.