Senior Director, Customer Experience & Strategy

We are seeking a dynamic and visionary leader to drive our customer experience and strategic initiatives, ensuring that our customer-centric approach remains a key differentiator in the market. As the Senior Director of Customer Experience and Strategy at Hootsuite, you will be responsible for leading and transforming our customer experience (CX) and strategy functions. You will work closely with senior executives and cross-functional teams to build and implement innovative strategies that drive customer satisfaction, retention, and business growth. Your expertise in customer success, strategic planning, and organizational leadership will be crucial in achieving our business goals. As a senior leader with a passion for customer success and strategic innovation, the Senior Director, Customer Experience and Strategy will be integral to our growth and help to shape the future of Hootsuite. This role will report to the Chief Customer Officer.

WHAT YOU’LL DO:

Leadership and Strategy:

• Develop and execute a comprehensive customer experience and strategy roadmap aligned with Hootsuite’s vision and objectives, for customers with 1:1 support as well as those in our scaled, 1:many motions.
• Lead, hire, mentor, and inspire a combination of customer facing and operational roles to achieve excellence in customer experience. Perform full scope of people management practices, including performance management and DE&I.
• Drive a customer-centric culture across the organization, fostering collaboration and engagement at all levels.
• Help the company prepare for the next phase of growth by unifying and integrating key functional areas to improve customer retention and expansion.

Customer Success and Experience:

• Architect and scale impactful customer programs to drive growth and value for our clients.
• Analyze customer needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
• Build informed understanding of how customers interact with Hootsuite’s success and support teams, and build out, socialize and operationalize key customer experience metrics.
• Develop and implement innovative strategies to address customer pain points and improve satisfaction and retention.
• Lead global initiatives that may include, but are not limited to:
• Customer Advisory Boards
• Customer Community
• Voice of Customer programs: NPS, CSAT, etc.
• Scaled Customer Success 

Stakeholder Management:

• Collaborate with executives and company leaders to craft and execute winning go-to-market strategies, including Customer Success, Customer Support, and Product in order to champion improvements in the customer experience and build stronger alignment across all stakeholder groups.
• Partner with functional leaders to identify key growth opportunities and recommend risk mitigation strategies.
• Develop and present impactful content and presentations for various platforms and audiences, including executive and board-level presentations.
• Identify and communicate trends early such that our business can address challenges and/or seize opportunities to improve outcomes; regularly presenting progress and insights to senior leaders, including executive leadership team

Operational Excellence:

• Drive process improvement, cost optimization, and operational efficiency to enhance the overall customer experience.
• Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes, including Likelihood to Renew score and other customer health tracking measures.
• Establish and track KPIs, team goals, and metrics to measure success and drive continuous improvement.

Change Management: 

• Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
• Develop and implement training programs to enhance employee experience and promote a customer-centric approach.
• Foster diversity and inclusion across teams, ensuring a supportive and equitable work environment.

WHAT YOU’LL NEED:

• Advanced level of experience in customer experience, success, and strategy, with a strong track record of driving growth and value in startups and scale-ups.
• Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture.
• Expertise in strategic planning, program management, and process improvement.
• Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
• Education: Bachelor’s degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
• Recognition: Acknowledged as a top customer strategist and thought leader in the industry.
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. Excellent communication and presentation skills, with the ability to engage and influence senior executives as well as front line employees.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-CH1