Director of Customer Response & Digital Service Job at AWC (Austin)

Director, Global Customer Care

Circle K seeks an experienced and visionary Director of Global Customer Care to ...

Location

United States of America , Tempe

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Bachelor’s degree required
MBA or relevant advanced degree preferred
10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management
transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility
Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery
Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models
Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement
Exceptional storyteller with strong executive presence and communication skills
Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance
Deep curiosity and understanding of customer behavior, digital trends, and service design principles

Job Responsibility

Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset
Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement
Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives
Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions
Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams
Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams
Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value
Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization

What we offer

Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc)
401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future
Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K
Paid Time Off: Recharge and rejuvenate with paid time off
Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies
Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication
Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential
Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner

Fulltime

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
a four year degree or equivalent
demonstrated ability to manage customer accounts in conjunction with sales organizations
exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

What we offer

Competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Senior Director - Client Services

We are currently looking for a Senior Director – Client Services to join us. You...

Location

India , Bangalore

Salary:

Not provided

Mindshare Worldwide

Expiration Date

Until further notice

Requirements

Minimum 8 Years of experience handling offline and Digital
Experience in handling FMCG clients in top agencies is preferred
E-commerce and digital is musts have
MBA – Marketing
Hand on experience on FMCG.
Expertise on TV planning
Working knowledge of digital platform
Good in communication and ability to present well
Would prefer candidates from agencies.
Persuasiveness

Job Responsibility

Provide strategic communications & planning leadership on your set of brands
Help build effective media interventions on the back of strong Communication planning
Act as a senior level contact for the client and have a strong understanding of cross channel media strategy. Should be able to lead strategic conversations on Media and communication planning
Be responsible for the planning team career development & progression in the team
Develop creative ideas and disruptive communication innovations for the client, aligned with their business, customer, and brand goals.

What we offer

competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...

Location

United States , Atlanta

Salary:

180000.00 - 275000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
Take on new challenges and the ability to work through uncertainty
Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
A four year degree or equivalent
Demonstrated ability to manage customer accounts in conjunction with sales organizations
Consistently delivering against targets
reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
Forecast renewals by working cross functionally with sales, renewals and operations

What we offer

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Director Distribution Operations and Customer Support

The Director of Distribution Operations and Customer Service is a strategic lead...

Location

Germany , Viernheim

Salary:

Not provided

Antech Diagnostics

Expiration Date

Until further notice

Requirements

Minimum Bachelors degree in Supply Chain Management, Operations, Business Administration or related field (MBA preferred)
10+year of experience in distribution, logistics and customer support, with 5 years in a leadership role
Experience in the medical device, diagnostics or life sciences industry
Strong knowledge of regulatory requirements
Proven track record of building scalable distribution networks and high performing customer service teams
Strong team leadership skills, with experience of managing multi-site or remote teams and leading in matrix
Strong data analysis and intepretation skills for operational metrics, customer support trends and inventory performance
Proficient in Excel, reporting tools, Power BI and digital collaboration platforms
Experience in designing and implementing SOPs, KPIs and scalable workflows
Fluency in German and English

Job Responsibility

Oversee end-to-end distribution operations, including warehousing, shipping, receiving, inventory control and order fulfillment in DACH countries, Belgium and France
Ensures compliance to GDP, FDA, ISO and other applicable standards
Develop and implement scalable logistics strategies to support growth, minimize costs and reduce lead times. Responsible for cost of logistic operations, including budgeting, cost control and reporting
Manage relationships with external partners, i.e. freight carriers, warehouse providers to optimize performance and service levels
Implement KPIs and metrics to monitor delivery performance, order accuracy and inventory integrity
Ensure recruitment, training and associate safety of warehouse staff
Lead the1st level and 2nd level customer support organization responsible for order processing, customer issue resolution, invoicing, product returns, repair and technical service
Establish KPIs and monitor service level and customer satisfaction
Enable design and execution of customer escalation protocols and feedback loops to drive service improvement
Ensure staffing, recruitment, training and engagement of customer service team, technician team

Fulltime

Project Director

At AKQA, we believe in the imaginative application of art and science to create ...

Location

United Arab Emirates , Dubai

Salary:

Not provided

AKQA

Expiration Date

Until further notice

Requirements

Project management experience within the digital/creative industry
Experience of project managing custom-designed, highly-complex full life-cycle projects in excess of £1.5m
Strong knowledge and best practice approach for project management
Exceptional client management skills
Strong organisational and planning skills
Excellent communication skills across all mediums – presentation, verbal, written
Ability to build excellent relationships with peers and business counterparts
Experience of mentoring and coaching
Ability to make sound commercial and financial decisions
Strong customer service ethos

Job Responsibility

Responsible for the successful delivery of highly complex projects with revenue typically in excess of £1.5m
Structure projects appropriately from the outset, selecting the best tools and processes
Identify project risks and issues, ensuring effective mitigation and risk strategies are implemented
Estimate and prepare strong proposals
Track and report financial status of projects against an agreed budget
Identify and successfully manage multiple suppliers, partners and senior clients
Keep stakeholders informed of project progress at all times and manage expectations proactively
Work with Client Leads on delivering high scoring client satisfaction
Take an active role in new business pitches
Support the Executive Delivery Director in the recruitment, retention, review, motivation, training and mentoring of the Delivery team

What we offer

Opportunity to produce meaningful and award-winning work for world-class clients
Work in an environment which fosters a meritocratic culture and encourages ownership
Opportunity to learn and grow within a creative and innovative team
Access to ongoing personal and professional development
Commitment to your career growth and work/life balance

Fulltime

Account Manager, Customer Experience (B2B)

Amsive is hiring an Account Manager, Customer Experience, with prior experience ...

Location

United States , New York

Salary:

Not provided

Amsive

Expiration Date

Until further notice

Requirements

2-4+ years of experience managing digital marketing programs across SEO, SEM, and other paid media channels (CTV, Linear TV)
2+ years of experience in agency environment and proven success in managing client relationships
Experienced in compiling, documenting, and communicating client requirements to internal stakeholders across departments (creative services, customer intelligence, data/technology, media, production/operations, etc.)
Must have experience overseeing implementation or managing and executing multi-channel digital marketing campaigns as main client point of contact
Strong written and verbal communication skills, a positive attitude, and the ability to thrive in a collaborative and fast-paced environment
Strong project management and organization skills, ability to prioritize and manage multiple projects and inspire trust with team members
Strong grasp and demonstrated application of marketing and communication principles
Strong proficiency in the Microsoft Office Suite, especially PowerPoint and Excel
Demonstrated excellence in building and maintaining profitable client relationships
Future-minded individual with a strong desire to contribute to an emerging leader in the omni-channel marketing space

Job Responsibility

Lead role for client-facing interaction with agency day to day, owner of overall client satisfaction, and proactivity of account to drive marketing goals
Work with clients in the B2B and B2C franchise sector (online retail and lead gen for B2C home services solutions)
Build empathetic personal relationships with clients and understand their business objectives to ensure partnership satisfaction
Become proficient in company designated tools for success in project and account management
Create and proactively manage internal timelines for projects and programs through proactive communication
Log all resource hours into Amsive designated project management tool (Asana) daily
Schedule, organize and facilitate client campaign initiatives across all agency channels
hold regular internal meetings to effectively guide client conversation to ensure clarity and productivity
Oversee implementation, delivery, and execution of program promise
manage client expectations by providing timing and budget implications of scope change requests

Fulltime

Manager – Corporate & Diplomat Sales

Location

Thailand , Bangkok

Salary:

Not provided

Mercedes-Benz AG

Expiration Date

Until further notice

Requirements

Master’s degree in business administration, Marketing, or a related field
Minimum of 5-7 years of experience in a managerial role upon Customer Relationship Management, Corporate Sales, Business Development, Fleet Management or a related field
with a proven track record of building and sustaining a high-performing culture / sales center environment
Strong analytical skills with experience in customer relationship management, financial services’ related knowledge, data analysis, segmentation, and business development strategy
Strong persuasion and relationship management skill to influence /managing cross-functional key stakeholders
Exceptional communication, presentation, and interpersonal skills (both Thai and English, written and verbal). Ability to present complex topics in a clear and concise way
Ability to motivate, coaching, and conflict-resolution abilities
Proactive, customer-centric mindset with a strong commitment to service excellence
Strategic and analytical mindset with a focus on problem-solving
Project management experiences with ability lead in collaborative way and drive results across the processes

Job Responsibility

Penetrate new corporate accounts via direct sales, business partners to position our brand as the premier choice for volume-based growth & maximize customer lifetime value and satisfaction for long-term partnership
Perform sales & negotiations with customers’ executives and procurement directors
Maintain long-term, sustainable relationships with customer key accounts to ensure high retention and recurring revenue streams
Work in alignment with stakeholders to support customers e.g. Controlling, Financial Services – Credit department, related BUs (cross-selling products)
Manage fleet customers /retail partners’ wholesale credit lines to ensure liquidity and ease of transaction for large-scale accounts
including facilitating on floorplan financing, real estate loans, and working capital solutions to strengthen the overall distribution network
Design individualized sales value propositions tailored to specific customer behaviors and operational needs that drive increased profitability and customer benefits
Develop fleet financing structures & program catalog & proposed to corporate customers / partners
focusing on holistic packages of MB ecosystem that integrate Vehicle Mix, Financial packages, cross-selling (e.g. Insurance, MB service packages, digital extra)
Responsible for continuous improvement of existing workflows and processes, leveraging digitalization & process efficiency to streamline operations

What we offer

Mitarbeiter Events
Mitarbeiterrabatte möglich
Gesundheitsmaßnahmen
Kinderbetreuung
Parkplatz
Kantine, Café
Gute Anbindung
Betriebsarzt

Fulltime

Select Country

Director of Customer Response & Digital Service

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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