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- Tasks: Lead the strategy and execution of Dandy's customer experience to enhance satisfaction and loyalty.
- Company: Dandy is revolutionising the dental industry with innovative technology and world-class support.
- Benefits: Enjoy healthcare, mental health support, parental resources, retirement options, and flexible paid time off.
- Why this job: Join a mission-driven team transforming dental practices globally while fostering a culture of excellence.
- Qualifications: 10+ years in customer experience leadership with proven success in building high-performing teams.
- Other info: We value diversity and inclusion, offering accessibility and accommodations for all candidates.
The predicted salary is between 43200 - 72000 £ per year.
Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
Role Overview: The Director of Customer Experience will lead the overall strategy, execution, and performance of Dandy’s customer experience organization. This role will define and drive the vision for delivering exceptional customer experience and support across clinical and non-clinical teams to deliver high-quality experiences and drive customer loyalty. You will oversee a team of Customer Support Managers and collaborate with Sales, Product, Post Sales, and Operations teams to ensure customers achieve their desired outcomes while identifying opportunities to deliver delightful experiences. The Director of Customer Experience will develop and implement systems and tools like Salesforce and Zendesk to manage customer success, drive cross-functional initiatives, and foster a proactive approach to solving customer issues. This position reports to the Head of Customer Success.
Responsibilities:
- Oversee all facets of customer support operations, ensuring optimal efficiency, effectiveness in issue resolution, and scalability to accommodate future growth.
- Develop and execute a compelling customer experience strategy tightly aligned with Dandy's objectives of serving every dentist.
- Deliver key performance indicators (KPIs) to measure customer support performance and deliver cost to serve targets, utilizing data-driven insights to drive continuous improvements.
- Build, develop, and mentor a high-performing team of customer support managers and representatives, fostering a culture of exceeding customer expectations.
- Design and implement comprehensive training and performance processes to enhance the skills, knowledge, and capabilities of the support team.
- Analyze customer feedback and relevant data to identify key areas for improvement in products, services, and processes.
- Manage and resolve complex and escalated customer issues promptly, ensuring positive outcomes and preventing recurrence.
- Forge strong collaborative relationships with product development, engineering, sales, and marketing teams to ensure a seamless customer experience across all touchpoints.
Qualifications:
- Extensive and progressive experience (typically 10+ years) in customer experience leadership roles, with significant senior management experience.
- Proven success in building, scaling, and leading large, high-performing customer support teams within dynamic organizations.
- Ability to develop comprehensive customer experience strategies that contribute to business objectives.
- Exceptional communication, interpersonal, and presentation skills to engage stakeholders at all levels.
- Strong analytical and problem-solving skills to interpret data, identify trends, and make informed decisions.
- Ability to thrive in a fast-paced, dynamic, and ambiguous environment, demonstrating adaptability and resilience.
Our benefits include healthcare, dental, mental health support, parental resources, retirement options, and paid time off, tailored to each country. We are an equal-opportunity employer committed to diversity and inclusion. We support accessibility and accommodations for all candidates.
Director, Customer Experience employer: Dandy
Contact Detail:
Dandy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Customer Experience
✨Tip Number 1
Familiarise yourself with Dandy's mission and values. Understanding how they aim to transform the dental industry will help you align your experience and vision for customer experience with their goals during discussions.
✨Tip Number 2
Network with current or former employees of Dandy on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Director of Customer Experience role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully built and led customer support teams in the past. Highlighting your achievements in scaling operations and improving customer satisfaction will demonstrate your capability for this role.
✨Tip Number 4
Stay updated on the latest trends in customer experience technology, especially tools like Salesforce and Zendesk. Being knowledgeable about these systems will show that you're ready to implement effective solutions at Dandy.
We think you need these skills to ace Director, Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience leadership roles. Focus on your achievements in building and leading high-performing teams, as well as any specific strategies you've developed that align with Dandy's mission.
Craft a Compelling Cover Letter: Write a cover letter that clearly articulates your vision for customer experience and how it aligns with Dandy's objectives. Use specific examples from your past experiences to demonstrate your ability to drive customer loyalty and satisfaction.
Highlight Analytical Skills: In your application, emphasise your strong analytical and problem-solving skills. Provide examples of how you've used data-driven insights to improve customer support performance and achieve business objectives.
Showcase Collaboration Experience: Dandy values collaboration across teams. Make sure to include examples of how you've successfully worked with product development, sales, and marketing teams to enhance the customer experience in your application.
How to prepare for a job interview at Dandy
✨Understand the Company Vision
Before your interview, make sure you grasp Dandy's mission to modernise the dental industry. Familiarise yourself with their technology and how it impacts customer experience, as this will help you align your answers with their goals.
✨Showcase Your Leadership Experience
As a Director of Customer Experience, you'll need to demonstrate your ability to lead and mentor teams. Prepare examples from your past roles where you've successfully built high-performing teams and improved customer satisfaction.
✨Prepare for Data-Driven Discussions
Dandy values data-driven insights. Be ready to discuss how you've used KPIs and analytics in previous roles to enhance customer support operations and drive improvements. Highlight specific metrics you've influenced.
✨Emphasise Collaboration Skills
This role requires strong collaboration with various teams. Think of examples where you've worked cross-functionally to solve complex issues or improve customer experiences, and be prepared to share these during your interview.
