Director of Customer Experience

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Location:
Greater New York Area
Job Classification (FLSA):
Exempt
About The Role
The Director  of Customer Experience will be responsible for leading the strategy behind and implementation of an end to end, seamless customer experience, including frictionless onboarding, product support, out of box experience, upsell, and cross sell. In this role, the perfect candidate will work collaboratively with cross functional teams (Marketing, Product, Finance and Customer Care) to ensure a world class experience for all customers. Candidate must have experience with implementing experience testing for constant improvement,managing growth of subscription services, requirements gathering, specification development, research, and agile project management.
 
Key Responsibilities:
 
  • Set a vision for the CX team and its culture, with a concrete plan to get there
  • Research, plan and advise regarding new US market entrance and existing US market expansion. Working closely with our marketing, compliance, product and technology units. 
  • Develop and implement the strategy to scale our best-in-class CX Team across multiple sites in the US, ensuring high quality across our CX organization
  • Proactive Customer Expectation Management & Branding, transition from reactive to pro-active communication cadence
  • Retain loyal customers
  • Use customer insights and feedback to inform critical decisions across the company and establish processes that make it easy to consistently channel this feedback to the right teams and stakeholders
  • Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create thoughtful, enlightening experiences for every customer
  • Conduct continuous review of competitors & disruptors for upcoming trends
  • Communicate customer experience results- wins and opportunities- across the organization- (collaborate with communications teams and marketing)
  • Establishes metrics for defining the relationship with customers
  • Deploy research methodologies to actively and constantly listen for customer feedback. Develop sound testing to test new offers, content and flows (e.g. determine the appropriate phrasing of emails, in-app content, packaging, knowledge base, and product literature which will lead to scalable improvements)
  • Lead and manage customer experience team employees and provide direction and support to successfully enable their responsibilities
  • Other Ad-hoc projects as assigned
 
Qualifications and Educational Requirements
 
  • BA/BS required
  • 10+ years work experience in capacity focused on B2C customer experience
  • Deep experience with mobile-first customer interactions- onboarding, , product engagement, conversion
  • Demonstrated results as a leader of cross functional teams
  • Understanding of complex situations and optimize for the end goal
  • Ability to define strategy and KPI’s to measure the customer experience
  • Proven track record in delivering measurable results in customer experience
  • Ability to lead multi-disciplined team to get product developed and out to market
  • Familiarity with agile methodology and Scrum
  • Problem solving ability
  • Project management skills
  • Knowledge of online betting a plus
 
Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact  recruitment@roardigital.com

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline

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