CX / NPS Leader, Senior Director
Company: Salesforce
Location: Atlanta
Posted on: October 2, 2024
Job Description:
To get the best candidate experience, please consider applying
for a maximum of 3 roles within 12 months to ensure you are not
duplicating efforts.Job CategoryOperationsJob DetailsAbout
SalesforceWe're Salesforce, the Customer Company, inspiring the
future of business with AI+ Data +CRM. Leading with our core
values, we help companies across every industry blaze new trails
and connect with customers in a whole new way. And, we empower you
to be a Trailblazer, too - driving your performance and career
growth, charting new paths, and improving the state of the world.
If you believe in business as the greatest platform for change and
in companies doing well and doing good - you've come to the right
place.We are seeking a Customer Experience (CX) / Net Promoter
Score (NPS) leader to mature and expand current CSX measurement and
action efforts, partnering across Salesforce and building a team.
If this sounds like you we encourage you to apply!Key
Responsibilities
- Expand the current use of NPS by developing a more cohesive Net
Promoter System, including scoping/facilitation of resulting
improvement initiatives
- Develop and maintain an integrated Net Promoter System vision
in alignment with enterprise stakeholders and goals
- Lead the establishment of enterprise feedback mechanisms to
elevate and address customer issues effectively
- Liaise with Function CX leads (e.g., Product, Sales, Marketing)
to align on priorities
- Develop Enterprise Net Promoter System best practices and serve
as the Center of Excellence for CX initiatives
- Interface with cross-functional teams to identify pain points,
root causes, solutions, and develop business cases for
initiatives
- Track and monitor the measurements of the impact of CX
initiatives to ensure effectiveness
- Define and facilitate customer advocacy steering committee
cadence
- Define, scale, and maintain the enterprise measurement
architecture across enterprise-level Net Promoter Score (NPS)
surveys, including competitive, relationship, and journey surveys,
and manage relationships with external vendors
- Work with third-party vendors to determine the technology
required for CX tracking and analytics
- Build a repeatable model for assessing competitor and industry
best practices and disseminate throughout the organization
- Coordinate across functions that support analytics to drive CX
decision-making and determine whether there are additional data
sources that should be added
- Deliver enterprise insights to internal stakeholders to inform
decision-making processesAccommodationsIf you require assistance
due to a disability applying for open positions please submit a
request via this Accommodations Request Form.Posting StatementAt
Salesforce we believe that the business of business is to improve
the state of our world. Each of us has a responsibility to drive
Equality in our communities and workplaces. We are committed to
creating a workforce that reflects society through inclusive
programs and initiatives such as equal pay, employee resource
groups, inclusive benefits, and more. Learn more about Equality at
www.equality.com and explore our company benefits at
www.salesforcebenefits.com.Salesforce is an Equal Employment
Opportunity and Affirmative Action Employer. Qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, sexual orientation, gender perception or
identity, national origin, age, marital status, protected veteran
status, or disability status. Salesforce does not accept
unsolicited headhunter and agency resumes. Salesforce will not pay
any third-party agency or company that does not have a signed
agreement with Salesforce.Salesforce welcomes all.Pursuant to the
San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance
Initiative for Hiring, Salesforce will consider for employment
qualified applicants with arrest and conviction records.For New
York-based roles, the base salary hiring range for this position is
$210,400 to $320,800.For Washington-based roles, the base salary
hiring range for this position is $192,800 to $294,100.For
California-based roles, the base salary hiring range for this
position is $210,400 to $320,800.Compensation offered will be
determined by factors such as location, level, job-related
knowledge, skills, and experience. Certain roles may be eligible
for incentive compensation, equity, benefits. More details about
our company benefits can be found at the following link:
https://www.salesforcebenefits.com.
Keywords: Salesforce, Redan , CX / NPS Leader, Senior Director, Executive , Atlanta, Georgia
Didn't find what you're looking for? Search again!
Loading more jobs...