Senior Director, Customer Engagement and Digital Service Platforms

Job Description

We’re looking for a Senior Director with deep expertise in CRM / Customer Engagement Center and Digital Customer Service technologies, business process enablement and project delivery to join the Kensington Tours Technology team. Reporting to the Vice president, Information Technology, this role is a Senior technology leadership position with high visibility to business teams across the organization, requiring deep knowledge and experience with CRM / Customer Engagement Center and Omnichannel / Digital Service platforms.  The ideal candidate will have an extensive track record of success in design, development and delivery with these technologies in mid to large sized contact centre / sales environments where exceptional customer experience is paramount.

If you have spent your career designing, managing, and/or deploying CRM / Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms and are excited about bringing your success to a dynamic, fast-growing luxury travel brand where we are obsessed with elevating the customer experience, then this role is for you.

What you will do:

• Build credibility as a technology expert by delivering high-quality, actionable advice to peer and client audiences through a variety of interactions.
• Compose and deliver evidence-based content that is clear and actionable, and specifically tied to business goals and value creation.
• Track and work closely with business and technology partners, vendors to understand emerging technologies and practices and to remain ahead of the curve within the CRM / Customer Engagement Center and Omnichannel / digital customer service technology space.
• Successfully scope, manage and deliver transformational technology projects, including omnichannel interaction management, CRM, knowledge management, process automation, data/reporting/insights initiatives and integrations that support business and customer experience goals.
• Deliver outstanding sales and service support to the Kensington Tours business, modelling customer-service driven IT support for fellow technology peers and direct reports, including process optimization and KPI-based SLA delivery.
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with multiple stakeholders in the business and technology community.
• Identify business process improvements or develop new processes that help the Kensington Tours team deliver excellent customer experiences.
• Be a mentor and a coach by supporting your direct reports and other team members.

What you will do:

• Build credibility as a technology expert by delivering high-quality, actionable advice to peer and client audiences through a variety of interactions.
• Compose and deliver evidence-based content that is clear and actionable, and specifically tied to business goals and value creation.
• Track and work closely with business and technology partners, vendors to understand emerging technologies and practices and to remain ahead of the curve within the CRM / Customer Engagement Center and Omnichannel / digital customer service technology space.
• Successfully scope, manage and deliver transformational technology projects, including omnichannel interaction management, CRM, knowledge management, process automation, data/reporting/insights initiatives and integrations that support business and customer experience goals.
• Deliver outstanding sales and service support to the Kensington Tours business, modelling customer-service driven IT support for fellow technology peers and direct reports, including process optimization and KPI-based SLA delivery.
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with multiple stakeholders in the business and technology community.
• Identify business process improvements or develop new processes that help the Kensington Tours team deliver excellent customer experiences.
• Be a mentor and a coach by supporting your direct reports and other team members.

What you will need:

• Subject matter expertise, with demonstrated knowledge of various customer service vendors, technologies, and use cases associated with CRM / Customer Engagement, omnichannel and digital customer service platforms.
• Familiarity with project management styles that include Agile approaches (Scrum, Kanban) as well as waterfall and hybrid approaches to large project delivery
• Experience working for CRM / omnichannel vendors for customer service and support applications (ideally with at least 2 of 3 contexts:  marketing, Sales and Customer Service); implementing, using or applying CRM solutions, integrated with omnichannel platforms for customer service and support use cases; evaluating CRM / digital service platform vendors for customer service and support needs
• Deep knowledge of Customer Service and Support initiatives, goals, objectives and best practices, and experience developing and delivering technology solutions to address issues / opportunities, and automate business processes.
• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrated excellence in research and writing ability.
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.
• Ability to work in a remote work environment, collaborating with global colleagues and serving clients across time zones.
• Proactivity and self-motivation, ability to self-direct and work independently.
• Willingness and ability to travel quarterly (where applicable).
• Bachelor's Degree, with 15+ years of direct experience

Who you are:

• You deeply understand CRM and omnichannel / digital service platform technologies and have extensive experience relating the needs of Customer Service / Support functions to technology capabilities, with hands-on, real-world experience implementing these solutions.
• You are an analytical thinker with the ability to process information quickly and make data-driven, actionable recommendations.
• You enjoy learning and being challenged intellectually on new topic areas and previously held beliefs.
• You are a strong, confident communicator who can explain complex concepts concisely and simply to a business (non-technical) audience.
• You are a subject matter expert who is comfortable presenting in large and small-scale forums.
• You can demonstrate senior leadership level presence and can immediately establish credibility with executives and additional stakeholders.
• You are an excellent teammate and collaborator with the ability to quickly build rapport and co-create with peers.
• You willingly and productively challenge conventional norms and views.
• You are comfortable leading by example, rolling up your sleeves to take on work to augment your teams’ capacity and ensure quality of output.
• You embrace accountability, driving initiatives that document and improve process and quality, identifying, gaining buy-in and implementing SLAs and KPI measures and dashboards that celebrate achievements while holding our team accountable to our clients and partners.
• You build and cultivate your team, creating the leaders of tomorrow and ensuring that we deliver as leaders on the promises we make as reflected in our Values as an organization.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.