Director Customer Experience

Job Description

A Day in the Life:

The Director of Customer Experience will be responsible for leading cross-functional teams and initiatives to drive exceptional customer experiences and achieve revenue objectives.

We expect the starting base compensation to be around $150,000 with annual bonus and profit-sharing eligibility. The actual salary will be determined based on years of relevant work experience.

What You'll Do:

• Lead and manage cross-functional teams to design and execute revenue and customer experience initiatives that align with company goals.

• Develop and implement strategies to improve customer satisfaction, retention, and lifetime value, while supporting revenue growth.

• Work closely with Marketing, Sales, Product Development, Operations, and Customer Care teams to ensure a seamless and consistent customer journey.

• Identify and analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation (qualitative and quantitative)

• Establish and track key (leading and lagging) performance indicators (KPIs) related to customer experience, using data-driven insights to guide decisions and demonstrate impact.

• Lead the design and implementation of measurement frameworks, ensuring proper data collection, reporting, and analysis.

• Establish and revise processes to improve efficiency, guided by measurement and theory of constraints

• Foster a customer-centric culture across the organization by promoting best practices and educating teams on customer experience principles.

• Utilize customer journey mapping to understand touchpoints, constraints, and create actionable plans for enhancing the customer experience.

• Oversee the development and implementation of tools, technologies, and processes to optimize customer interactions and engagement.

• This role requires a leader who is equally comfortable developing high-level strategy and rolling up their sleeves to execute. The ideal candidate thrives in both strategic planning and hands-on implementation, ensuring vision translates into measurable outcomes.

What We're Looking For:

• Bachelor's degree or Masters in Business Administration

• Experience working in industries such as SaaS, technology, retail, travel or financial services (preferred).

• Proven track record of execution; leading cross-functional teams and managing initiatives that improve customer satisfaction and drive revenue.

• Demonstrated ability to innovate and implement change in a fast-paced environment.

• Comfortable contributing and driving a metrics-driven performance culture

• Ability to collaborate with internal and external stakeholders across multiple functions and locations

• Flexible and adaptable; ability to work effectively in ambiguous situations

• Excellent interpersonal, verbal and written communication skills

• Results driven, ability to make decisions and help solve problems

• Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team.

• Ability to drive process and organizational change.

• Ability to motivate teams and keep a positive attitude in a fast-paced environment.

• Ability to work under minimal supervision with a goal-oriented mindset.

• Excellent organization, time management, delegation, and prioritization skills.

• Courageous leadership and accountability.

What You'll Get:

• Up to 40% off the base rate of any standard Hertz Rental

• Paid Time Off

• Medical, Dental & Vision plan options

• Retirement programs, including 401(k) employer matching

• Paid Parental Leave & Adoption Assistance

• Employee Assistance Program for employees & family

• Educational Reimbursement & Discounts

• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness

• Perks & Discounts -Theme Park Tickets, Gym Discounts & more

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture - and our success and reputation as a company.

Individuals are encouraged to apply for positions because of the characteristics that make them unique.

EOE, including disability/veteran