Customer Experience • Lead

Who you are

You have a proven track record in customer experience leadership, with a focus on enhancing customer satisfaction and engagement. Your experience includes developing strategies that align with business goals and improve customer interactions. You are adept at fostering a culture of collaboration and accountability within your team, ensuring that all members are aligned with the company's mission and values. You understand the importance of direct communication and inclusivity in building a strong team dynamic. Your leadership style is optimistic and creator-centric, allowing you to inspire those around you to achieve their best work. You are comfortable working in a remote environment and have experience managing teams across different locations.

Desirable

Experience in the music or creative industries is a plus, as is familiarity with digital platforms and subscription services. You are passionate about using technology to enhance customer experiences and have a keen interest in the evolving landscape of digital music creation. You are open to learning and adapting to new tools and methodologies that can improve customer engagement and satisfaction.

What you'll do

As the Director of Customer Experience at Splice, you will be responsible for shaping and elevating the customer experience across all touchpoints. You will lead a team dedicated to understanding customer needs and ensuring that their voices are heard within the organization. You will develop and implement strategies that enhance customer satisfaction, retention, and engagement. Collaborating closely with product, marketing, and engineering teams, you will ensure that customer feedback informs product development and service enhancements. You will also establish metrics to measure the effectiveness of customer experience initiatives and report on progress to senior leadership. Your role will involve regular communication with your team and other departments to foster a unified approach to customer experience.

What we offer

At Splice, we embrace a culture of remote work, allowing you to collaborate with colleagues from across the U.S. and the U.K. We prioritize regular communication through town halls and departmental meetings to keep everyone aligned and engaged. You will join a network of creative professionals who are passionate about music and technology, contributing to a platform that empowers creators worldwide. We offer competitive compensation and a supportive environment that encourages professional growth and development. You will have the opportunity to make a significant impact on the customer experience and help shape the future of Splice as a leader in the music industry.