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Member Care Brand Experience Director (CX, Hospitality, Contact Center)

Company: Cricut
Location: Provo
Posted on: April 5, 2021

Job Description:

Member Care Brand Experience Director (CX, Hospitality, Contact Center)

  • Provo, UT, USA
  • Full-time
  • Department: Member Care Company Description Together we make. Come make with us. Overview At Cricut--, we believe that we're all born makers. When we built our first cutting machine, we saw the potential for a simple yet powerful tool to completely transform the way people craft, design, and DIY. Since then, we continue to innovate with new machines, platforms, materials, and tools, but that's just what we do. Who we are is a bustling worldwide community, a means for connection, and an outlet for unbridled creativity. Join us as we place the power of handmade into the hands of ALL. Life Love your work. And your coworkers. Our company is made up of A+ human beings. We ask tough questions, entertain ideas outside of our own, and work together to make something bigger than ourselves. With Cricut-- growing in China, the U.K., Australia, New Zealand, as well as Europe and South America, we're on an unstoppable roll, satisfying that innate creative itch around the world. We train, develop, and celebrate great work with hallway high fives and promotions within. We also throw the world's best Halloween party. We take care of our team. We offer medical, dental, vision, and retirement benefits, as well as pet insurance, 401K match, life insurance, incentive programs, paid time off, on-site massages, phenomenal work-life balance, and employee discounts. Like what you see? We can't wait to meet you! Job Description Member Care, Brand Experience Director will---lead the creation and development of the Brand Experience function which includes: Product, Member, Loyalty, and--Member--Care analytics. This leader will be responsible for maintaining the 'brand' voice as conveyed from the Brand Strategy and Marketing teams. Leveraging this voice to ensure that the Member Care experience is on brand, aligned with our cultural vision. Acting as the SME, this leader will serve as---a---Member Care---experience---thought leader for the purpose of delivering a consistent, world class Member Care experience. Responsible for overseeing the---execution of the Member Care Experience Strategy Plan, including the creation of the Brand Standards aligned with the partnership and creation of the SOPs from the Operating Systems team. This leader will also own the creation and implementation of the 'Care Concierge' Loyalty program. As the Experience leader, this individual will ensure aligned goals and measurement for the Global Voice of the---Member---program are being messaged to---the team leads and---support---necessary process/action planning for improvement. Manage cross-functional team members accountable for deliverables along with vendor partner/team liaises. Supervise---a---team of---CX professionals---including managers--and analysts.--Influence--the consistent execution of Service Initiatives, adherence to Brand Standards, and the---Member---Relations/Recovery process for all escalated matters---on a global scale. Member Experience Leader: Aligned with the Brand and Marketing teams, acts as--the--'Experience'--evangelist,--leading the--experience function within the Member Care team.-- People Leader: Responsible for leading---a team of managers,---maintaining,---and---adhering---to all company---and---department specific---policies---and---procedures, aligned with---current---(&---future) Brand Standards; holds team accountable---and---coaches to meet---all KPIs. Strategic Thought Leader: Acts as--the Member Care--Experience--strategic leader responsible for executing the MC Strategy consistently well, at scale,---&---globally. Responsible for developing and implementing a Loyalty 'Care Concierge' program, aligned with the brand principles, and to be delivered within the Care Center function. Will lead the creation of the Member Care Brand Standards, aligned with the Operations Systems SOPs. Acts as the thought leader for the Member and Product experience functions, both of which will create a knowledge base, success routines, Leader Playbook, and Action Planning approach to drive consistent experience delivery, shift over shift, contact over contact, at scale. Performance Management: Ensures that all new initiatives are delivered well consistently at scale, globally & meets or exceeds KPI targets; these programs include but not limited to Service Program (Serve, Recover--Well),--Loyalty Care--& other---future state content. Measurement Thought Leader: Ensures that the Member Care Analytics function is aligned and consistently delivers the Member Care Strategic KPIs, and future state KPIs. Develop and maintain key stakeholder relationships both internally and externally---that are consistent in both professionalism and reflective of---Cricut---cultural values Problem solving---utilizing data collection and analysis Commit to value team diversity and act as an inclusive leader Conduct yourself in a manner---aligned---with the---Cricut-- Code of Conduct and Ethics, including representing---Cricut---in a brand consistent manner in all internal and external communications that maybe inherent or implied by the role Anticipated Travel: 0-15% and locally as required This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties,---responsibilities,---and activities may---change,---or new ones may be assigned at any time with or without notice Qualifications Experience:---At least---7---years Contact Center/CX Management Experience Education:---Bachelor's Degree-------MBA Preferred-------Experience in---lieu---of formal education maybe considered for applicants with 15+ years of applicable experience CX/Member Experience Obsessed - This means you should be well versed in current and future CX tends and standards Ability to set---data-based---strategy,---follow through on tactical implementation and execution of initiatives Experience in the selection, implementation, utilization, and management of industry specific software and tools including but not limited to CRM and WFM software Ability to work nights and/or weekends as required to meet business needs Additional Information What to Do Next:-- Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways - include that information too. You can be sure that Cricut-- is an employer who values individuality, equality and diversity, so tell us what you're all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information! At Cricut--, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify. Member Care Brand Experience Director (CX, Hospitality, Contact Center)

Keywords: Cricut, Provo , Member Care Brand Experience Director (CX, Hospitality, Contact Center), Executive , Provo, Utah

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