Hertz · 7 hours ago
Director Customer Experience
United States
Full-time
Remote
Director/Executive
7+ years exp
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Hiring Manager
Diana P.
Insider Connection @Hertz
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Responsibilities
Lead and manage cross-functional teams to design and execute customer experience initiatives that align with company goals
Develop and implement strategies to improve customer satisfaction, retention, and lifetime value, while supporting revenue growth
Work closely with Marketing, Sales, Product Development, Operations, and Customer Care teams to ensure a seamless and consistent customer journey
Identify and analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation
Establish and track key performance indicators (KPIs) related to customer experience, using data-driven insights to guide decisions and demonstrate impact
Foster a customer-centric culture across the organization by promoting best practices and educating teams on customer experience principles
Utilize customer journey mapping to understand touchpoints and create actionable plans for enhancing the customer experience
Collaborate with senior leadership to align customer experience strategies with business objectives and communicate progress
Oversee the development and implementation of tools, technologies, and processes to optimize customer interactions and engagement
Stay current with industry trends, competitive landscape, and emerging technologies to maintain a competitive edge in customer experience strategies
Qualification
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Required
7- 10 years’ experience with customer journey mapping, customer feedback programs, and relevant tools (e.g., CRM, analytics platforms)
Bachelor’s degree
Proven track record of leading cross-functional teams and managing initiatives that improve customer satisfaction and drive revenue
Demonstrated ability to innovate and implement change in a fast-paced environment
Comfortable contributing and driving a metrics-driven performance culture
Ability to collaborate with internal and external stakeholders across multiple functions and locations
Ability to influence
Flexible and adaptable; ability to work effectively in ambiguous situations
Excellent interpersonal, verbal and written communication skills
Results driven, ability to make decisions and help solve problems
Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team
Ability to drive process and organizational change
Ability to motivate teams and keep a positive attitude in a fast-paced environment
Ability to work under minimal supervision with a goal-oriented mindset
Ability to see the big picture and leverage critical thinking and decision-making skills
Excellent organization, time management, delegation, and prioritization skills
Courageous leadership and accountability
Preferred
Experience working in industries such as SaaS, technology, retail, or financial services
Familiarity with design thinking or other customer-centered frameworks
Benefits
Up to 40% off any standard Hertz Rental
Medical, Dental & Vision plan options
Retirement programs, including 401(k) employer matching
Paid Parental Leave & Adoption Assistance
Employee Assistance Program for employees & family
Educational Reimbursement & Discounts
Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
Perks & Discounts – Theme Park Tickets, Gym Discounts & more
Company
Hertz
Hertz is an airport general use car rental company.
10,001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1B2024-06-20Post Ipo Debt· $1B
2021-11-09IPO· nasdaq:HTZ
2005-12-20Acquired· by CD&R LLP ($15B)
Leadership Team
Paul Stone
President and Chief Executive Officer
Stephen M. Scherr
Chief Executive Officer
Recent News
2024-10-21
Springfield Business Journal
2024-06-04
Company data provided by crunchbase
