At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge cloud-based platform, providing a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too!
Our commitment to customer-centricity drives everything we do, and we're looking for a strategic leader to amplify our customer voice and ensure that arenaflex's products and services consistently exceed expectations. As a Director of Voice of Customer Programs, you'll lead the development and execution of comprehensive VoC strategies to gather, analyze, and act on customer insights across the organization. This role will partner with cross-functional teams to drive customer-centric decision-making, influence product and service strategies, and ultimately elevate the overall customer experience.
**How You'll Add Value:**
As a Director of Voice of Customer Programs, you'll be responsible for:
* **Strategic Leadership:** Develop and oversee a holistic VoC program with durable and impactful initiatives that align with arenaflex's strategic objectives and focus on customer experience. Serve as the key advocate for the customer across all levels of the organization.
* **Program Development & Execution:** Design and implement robust processes to capture customer feedback across multiple channels, including surveys, interviews, social media, and support interactions. Establish key performance indicators (KPIs) to measure the success and impact of VoC initiatives. Ensure that VoC data is transformed into actionable insights that inform product roadmaps, marketing strategies, and service improvements.
* **Cross-Functional Collaboration:** Work closely with Product, GTM, G&A, and other teams to ensure customer insights are integrated into business strategies. Own and manage the cross-functional interlocks to review and prioritize insights. Lead cross-functional workshops and forums to discuss findings, drive alignment, and develop action plans. Advocate for the customer in strategy sessions and provide guidance on best practices for customer engagement and experience management.
* **Team Leadership & Development:** Build and mentor a high-performing VoC team, ensuring continuous professional development and alignment with organizational goals. Foster a culture of customer-centricity and data-driven decision-making across the organization. Oversee resource allocation, budget management, and process optimization within the VoC function.
* **Market & Industry Insights:** Leverage industry trends, emerging technologies, and best practices in customer experience and feedback management. Benchmark our VoC practices against industry standards to continually enhance program effectiveness.
**What You'll Need to Be Successful in This Role:**
* **Education:** Bachelor's degree in Business, Marketing, Communications, or a related field; Master's degree preferred.
* **Experience:** 10+ years of experience in customer insights, VoC, or a related function, with at least 5 years in a customer-facing leadership role.
* **Proven Track Record:** Proven track record of developing and implementing successful VoC programs in a SaaS or technology environment.
* **Technical Acumen:** Strong technical acumen with the ability to convert customer requirements into actionable outcomes.
* **Bias for Action:** A bias for action, ensuring key initiatives and efforts are executed and delivered for impact.
* **Analytical Skills:** Strong analytical skills with the ability to interpret complex data and translate it into strategic business recommendations.
* **Communication Skills:** Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
* **Data Analysis Tools:** Experience with data analysis tools (e.g., Domo, Tableau, and SQL) and customer feedback platforms.
* **Strategic Mindset:** Strategic mindset with the ability to balance long-term vision with day-to-day execution.
* **Competency and Knowledge:** Competency and knowledge around tools such as Qualtrics and/or Medallia.
* **Previous Customer Industry Experience:** Previous customer industry experience with retail, restaurant, and/or SMBs is a plus.
**arenaflex Team Member Benefits & Compensation:**
* **Salary Range:** This position has a salary range of $180K-$200K. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. arenaflex focuses on equitable pay for our team and aims for transparency with our pay practices.
* **Comprehensive Medical Benefits:** Comprehensive medical benefits, 100% paid for employee.
* **401k + Matching:** 401k + matching.
* **Equity Option Grant:** Equity Option Grant.
* **Unlimited PTO + Company Holidays:** Unlimited PTO + Company holidays.
* **Wellness Initiatives:** Wellness initiatives.
**Additional Information:**
* **Equal Opportunity Employer:** arenaflex is an equal opportunity employer.
* **Remote Work:** This role is eligible for remote work.
If you're passionate about amplifying customer insights and driving customer-centric decision-making, we want to hear from you! Apply now to join our team at arenaflex and help us continue to revolutionize the restaurant industry!
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