Kapture CX

As the Director of Strategy - Customer Experience (CX) , you will play a central and revenue-focused role in reshaping Customer Service & Support functions within the travel sector. Specifically focusing on hotels, OTA's, taxi operators, and allied travel businesses, your mission is to guide clients in leveraging our SaaS platform to build exceptional customer support and service experiences. This role requires an emphasis on collaborating with Sales and Customer Success functions to manage the entire sales cycle - from pitching innovative solutions to onboarding and ensuring sustained customer success.

Responsibilities:

Travel Sector Expertise:

- Develop an in-depth understanding of the Customer Experience landscape within the travel sector, with a focus on hotels, OTA's, taxi operators, and related businesses.

- Stay current with industry trends, challenges, and emerging technologies to inform strategic decision-making.

Strategic Guidance:

- Collaborate with clients in the travel sector to comprehend their unique challenges and business objectives and provide strategic guidance on optimizing Customer Service & Support functions through our SaaS platform, ensuring alignment with revenue goals.

Revenue Generation & Sales Cycle Management:

- Drive revenue growth by identifying opportunities to enhance customer service functions and strategically position our SaaS solutions within the travel sector.

- Actively contribute to the entire sales cycle, from pitching innovative solutions to building Business use cases to successful onboarding.

Client Engagement:

- Build and nurture strong relationships with key clients in the travel sector by acting as a trusted advisor and conduct regular check-ins, performance reviews, and strategy sessions to ensure continuous alignment with clients' evolving needs.

Product Development Collaboration:

- Collaborate with our product development teams, providing client feedback and insights to enhance our SaaS platform for clients in the travel sector.

Qualifications

- Education: Bachelor's degree in Business, Marketing, or a related field. An advanced degree is preferred.

Experience: Minimum of 8 years in a strategic leadership role within the travel sector, with a proven track record of revenue generation through Customer Experience initiatives.

Skills:

- Deep understanding of Customer Experience functions within the travel sector.

- Proven ability to guide clients in building and optimizing Customer Service & Support functions.

- Exceptional strategic thinking, problem-solving skills, and a revenue-driven mindset.

- Excellent communication, collaboration, and relationship-building abilities.

- Creative approach to problem-solving.

- Exhibit genuine passion for their work, showing enthusiasm that's infectious to the team.