Established in Los Angeles in 2011 with locations nation-wide, RatPac Controls designs, manufactures, sells, and rents power and data distribution equipment for lighting in the Motion Picture, Television, and Broadcast Media industries. Our product developments are focused on making the jobs of lighting and rigging easier and more efficient. Our products have been used on major motion picture and television shows around the world for over a decade. These product portfolios include whisper-quiet dimming solutions for all varieties of HMI, LED, and tungsten lights. We also lead the way in wireless lighting controls systems, designing and manufacturing transmitters and receivers compatible with all varieties of lighting fixtures commonly used on production sets.
 Director Customer Experience (CX):

Duties/Responsibilities:
Director of Customer Experience (CX) is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints. The Director of Customer Experience is an organization’s highest authority responsible for creating, managing and executing the customer experience strategy of the organization. The Director, CX is in-charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency and profitability. The Director CX plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitable turnovers.
Required Skills/Abilities:
  • Strategic thinking and foresight: As the person in-charge of the overall customer experience, Director CX should be able to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world
  • Interpersonal, networking and influencing skills: For someone who not only needs to nurture great relationships internally with his own team and leaders of other teams, but also understand the pulse of customers and external stakeholders such as vendors and channel partners, interpersonal and networking skills are indispensable. Additionally, the director CX constantly needs to liaise with or convince other CXOs, leaders and business stakeholders to work in sync with the customer experience strategy which requires great interpersonal, communication and influencing skills.
  • Problem-solving and analytical skills: Director CX should be adept at interpreting and leveraging data insights for constantly enhancing customer experience. Ability to understand data analytics and extract useful or actionable information from it along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently.
  • Ability to understand business objectives and align CX accordingly
  • Working backwards to lead the end-user experience: The director CX should be able to visualize end-user experience and then work backwards to plan, strategize and execute CX efforts to deliver great experiences.
  • Data-driven mindset and an aptitude for technology:
Key Responsibilities Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey;
  • Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy;
  • Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys;
  • Encourage problem-solving, strategic thinking and customer-orientation amongst the team;
  • Liaise with Directors of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy;
  • Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience;
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience;
  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process; and
  • Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.
Education and Experience:
  • 10+ years or above of working experience in the Aftermarket industry, preferable on any type electronic component repairs.
  • Bachelor's Degree or above in Engineering and/ or Business Management or relevant disciplines.
  • Proven knowledge and record of accomplishment in delivering productivity improvement initiatives.
  • Experience with P&L and business plan strategy.
  • Working knowledge of inspection procedures, methods, equipment and accepted industry standards
  • Ability to manage a high volume of assignments with varying complexity and competing priorities in a fast-paced environment with integrity and professionalism.
  • Ability to work both independently and collaboratively in a team environment.
  • Must be resourceful, use sound judgment, and understand when to elevate issues due to risk or complexity.
  • Proficiency using various software, applications, and programs including SAP and Microsoft Office Suite.
Rat Pac Dimmers LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
 

This is a management position
This is a full time position

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