Senior Director, Customer Experience

Why LaserAway?

Join LaserAway, the leader in aesthetic dermatology, with over 150 clinics nationwide. We offer competitive compensation, including a base salary, performance-based rewards, and comprehensive health benefits. You'll enjoy ample opportunities for growth, career advancement, and generous employee discounts on cutting-edge treatments and products. Be part of a fast-growing company that values innovation, collaboration, and excellence.

Compensation

LaserAway offers a generous pay structure with significant earning potential through performance-based bonuses. Your compensation will reflect your experience and value, with room for growth and rewards tied to success. The salary range for this role is $170,000 to $190,000, varying based on skills, experience, and location. This role is remote, but will require 35-50% travel.

Role Overview

As the Senior Director of Customer Experience, you will shape and execute the customer experience strategy across all LaserAway touchpoints. Your mission is to ensure an exceptional, consistent customer journey, leading to enhanced customer satisfaction and loyalty. This is an opportunity to lead a high-impact team, drive cross-functional initiatives, and implement innovative solutions that set industry standards.

Key Responsibilities

Strategic Leadership:

• Develop and Execute Strategy: Create a customer experience strategy aligned with LaserAway’s brand vision and business goals, ensuring a consistent, high-quality experience across all channels.
• Lead and Inspire: Foster a culture of excellence, innovation, and continuous improvement within the Customer Experience team.
  
  

Customer Journey Optimization

• Analyze and Innovate: Use customer feedback and data to identify pain points and opportunities, informing strategies to enhance the customer experience.
• Collaborate for Success: Work with marketing, sales, and operations to design and implement initiatives that boost customer satisfaction and loyalty.
  
  

Operational Excellence

• Oversee Operations: Ensure efficient processes and high-quality interactions across in-person, phone, and digital platforms, maintaining consistency in every customer interaction.
• Monitor Performance: Establish and track KPIs to measure success and continuously refine customer care approaches.
  
  

Innovation And Technology

• Adopt Advanced Tools: Implement cutting-edge technologies to streamline customer interactions and enhance service delivery, keeping LaserAway at the forefront of innovation.
• Stay Ahead of Trends: Keep abreast of industry trends to maintain LaserAway's leadership in exceptional customer experiences.
  
  

Team Development

• Mentor and Guide: Provide leadership and mentorship to the customer Experience team, fostering a collaborative environment and enhancing team performance.
• Foster Collaboration: Encourage teamwork and the sharing of best practices to ensure cohesive progress toward goals.
  
  

Stakeholder Engagement

• Build Strong Relationships: Align customer experience strategies with broader business goals by building strong relationships with internal and external stakeholders.
• Champion the Customer's Voice: Advocate for the customer within the organization, ensuring feedback is integrated into decision-making processes.
  
  

What We’re Looking For

• Bachelor’s degree in Business, Marketing, or related field; MBA or advanced degree preferred.
• 10+ years in customer experience or customer service, with at least 5 years in senior leadership.
• Proven success in developing and executing customer experience strategies in a multi-location or retail environment.
• Strong analytical, communication, interpersonal, and leadership skills.
• Experience with CRM systems and innovative customer experience technologies.
• A true passion for delivering world-class customer experiences.
  
  

Why Choose Us?

• Competitive base pay with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Robust 401(k) plan with company matching.
• Generous PTO, including holidays and vacation days.
• Substantial discounts on LaserAway products and services.
• Opportunities for career advancement and personal development.
  
  

Ready to Make a Difference?

Lead a team revolutionizing the customer experience in the aesthetic dermatology industry. Apply today to create memorable moments for our customers.

Disclaimer

This job description is not all-inclusive and may be amended at any time. LaserAway is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.