Senior Director of Customer Experience & Strategy, Hootsuite
CA$164.7-230.4k
Salary is applicable to Canada rates only and may vary on further locations
Hootsuite
Expert level
Boston
Chicago
London
New York
Toronto
Vancouver
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Be an early applicant
CA$164.7-230.4k
Salary is applicable to Canada rates only and may vary on further locations
Hootsuite
Expert level
Boston
Chicago
London
New York
Toronto
Vancouver
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Company mission
Hootsuite's mission is to empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now ballooning online sector. With over 18M customers, and used by over four fifths of the Fortune 1000 - including major players like Ikea, bumble, and JC Perrault - this giant is hugely competitive in the space. It’s a rapidly-changing market, however, and staying ahead is tough.
A push for acquisitions (including Sparkcentral and Heydey) comes as the company is broadening its remit to help customer service teams manage inquiries. This is an interesting step into a growing sector: customer service is going through a period of rapid development with the progress of chatbots and a major increase in the amount of digital communications.
Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, and like many other tech companies it engaged in several rounds of layoffs across 2022 and into 2023, with over a third of its workforce made redundant. Following a change in leadership the company hopes to get back on course as the economy begins to recover.
Steph
Company Specialist
Insights
Top investors
Some candidates hear
back within 2 weeks
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company values
- Step Up - Show the world what it looks like to live and work by these guiding principles
- One Team - Make Hootsuite a place where we all feel safe, welcomed, valued, and empowered to do our best work together without compromising who we are
- Customer Obsessed - Focus relentlessly on helping our customers succeed
- Go Fast, Be Agile - Widen our competitive advantage by committing to speed and simplicity over perfection and complexity
- Play to Win - Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders
- Neighbors and Allies - Give back to our communities and be an ally
Company HQ
South Main, Vancouver, BC
Articles
Leadership
Ryan Holmes
(Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and after stepping back fro Hootsuite went on to found pre-seed fund LOI Venture.
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