Senior Director, Customer Experience

Job Summary

LaserAway, the nation's leader in aesthetic dermatology with over 160 clinics nationwide, is seeking a dynamic and strategic Senior Director of Client Experience to join our executive team. This pivotal role is responsible for defining and driving the overall client experience strategy across all touchpoints to ensure an exceptional and consistent customer journey. The Senior Director will oversee customer service operations, lead cross-functional initiatives to enhance client satisfaction, and implement innovative solutions to exceed client expectations.

Essential Job Duties/Responsibilities

Strategic Leadership:

• Develop and execute a comprehensive customer experience strategy aligned with LaserAway’s brand vision and business objectives.
• Lead the Customer Service team, fostering a culture of excellence, innovation, and continuous improvement.
  
  

Customer Journey Optimization

• Analyze customer feedback and data to identify pain points and opportunities for enhancing the customer journey.
• Collaborate with marketing, sales, and operations teams to design and implement initiatives that improve client satisfaction and loyalty.
  
  

Operational Excellence

• Oversee customer service operations, ensuring efficient processes and high-quality interactions across all channels (in-person, phone, digital).
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives.
  
  

Innovation And Technology

• Identify and implement advanced technologies and tools to streamline client interactions and improve service delivery.
• Stay abreast of industry trends and best practices to ensure LaserAway remains at the forefront of client experience innovation.
  
  

Team Development

• Mentor and develop the Customer Experience team, providing guidance, training, and support to enhance their skills and performance.
• Foster a collaborative environment that encourages teamwork and the sharing of best practices.
  
  

Stakeholder Engagement

• Build strong relationships with internal and external stakeholders to align client experience strategies with business goals.
• Act as a champion for the voice of the customer, ensuring client feedback is integrated into decision-making processes.
  
  

Minimum Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in client experience, customer service, or related roles, with at least 5 years in a senior leadership position.
• Brick & Mortar experience highly preferred.
• Experience with Loyalty Programs a plus
• Proven track record of developing and implementing successful client experience strategies in a multi-location or retail environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication, interpersonal, and leadership skills.
• Experience with customer relationship management (CRM) systems and other client experience technologies.
• Passion for delivering exceptional client experiences and a deep understanding of client needs and behaviors.
  
  

LaserAway offers a generous pay structure with additional earning potential through performance review. Additional benefits include (but not limited to):

• Healthcare benefits
• Dental, Vision, and 401(k)
• Paid Time Off
• Generous employee discounts.
  
  

Disclaimer

This job description is not all inclusive. In addition, LaserAway reserves the right to amend this job description at any time. LaserAway is an Equal Opportunity Employer.

Employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

The Employer retains the right to change or assign other duties to this position.

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