Head of Customer Experience

About the Role

At
Get Hooked 360
, we believe brands win when they build meaningful connections with their communities. We are seeking a
Head of Customer Experience Group
(CXG) to lead and grow the business of this department, which oversees both
CRM strategy
and our frontline
community management team.

This role ensures exceptional internal and external client service, high-quality customer support operations, proactive insights, and the strategic expansion of CXG into analytics-driven CRM services. It requires a leader with
excellent communication skills
—someone who can engage clients with clarity, guide teams effectively, and translate complex insights into actionable strategies. The position balances
people leadership
,
operational rigor, client management, and data-based decision-making
, while driving cross-departmental alignment with the other departments of the company.

The role calls for a forward-thinking leader who can strengthen the team's core services while building the next-generation CXG model that integrates concepts such as CRM, analytics, and AI-enabled experience design.

What You'll Do

Strategic Leadership & Department Direction

• Set the short-term and long-term vision for CXG aligned with agency goals and senior management.
• Lead the evolution of CXG from support operations to a full CRM & Analytics practice.
• Maintain high-quality service delivery across all CXG functions (community management, customer support, moderation, reporting, insights).
• Define CXG annual objectives, RPM projects, and process improvement initiatives.
• Ensure alignment with the President for leadership matters and the Head of Operations for day-to-day execution.

Team Leadership & People Management

• Lead, coach, and develop the CXG team members.
• Establish a high-performance culture anchored on responsibility, accountability, and collaboration.
• Implement training programs to upskill CXG members in areas such as analytics, social listening, CRM, and client communication.
• Oversee proper staffing and talent mix, workload balancing, and shift management.
• Conduct regular 1:1 coaching, performance reviews, and feedback sessions.

Operational Excellence & Service Delivery

• Oversee daily CXG operations with the Head of Operations to ensure seamless workflow, adherence to SOPs, and timely client deliverables.
• Improve operational systems: ticketing, dashboards, templates, quality assurance, response matrices, escalation pathways.
• Ensure compliance with SLAs, KPIs, quality scorecards, and client expectations.
• Ensure all communications meet the expectations of internal and external customers.
• Drive process standardization across brands while keeping room for customization.
• Strengthen analytics operations, including:
• Sentiment analysis
• Social listening
• Monthly/quarterly insights
• Performance tracking
• Trend reports and early warning indicators
• Other reports that may be required by the client

Client Management & Collaboration

• Serve as the senior point of contact for key clients under the CXG team.
• Manage client expectations, review major deliverables, and guide team leads during alignments.
• Collaborate closely with CMG, Creatives, Business Development, Media & PR, and other internal teams to ensure improvements across campaigns.
• Proactively surface issues, risks, and growth opportunities to the President and client teams.

CRM & Analytics

• Build the agency's CRM & Analytics service line from the ground up.
• Develop client-ready CRM frameworks: segmentation, journeys, retention programs, loyalty flows, and engagement automation.
• Introduce and manage appropriate tech tools (CRM systems, AI-enabled conversation analytics, automation tools).
• Identify opportunities for value-added services, cross-selling, and new revenue streams.
• Create case studies, success stories, and prototypes to support business development.

Revenue and Gross Profit Accountability

• Set, track, and deliver departmental revenue and gross profit targets
• Collaborate with relevant departments to ensure CXG efforts align with broader profitability goals
• Continuously optimize campaigns to improve cost efficiency, conversion rates, and customer value

Reporting, Insights, and Analytics Leadership

• Own the structure, quality, and storytelling of CXG reports.
• Ensure insights are actionable, strategic, and aligned with brand and campaign objectives.
• Develop new dashboards and data visualization methods for clearer reporting.
• Provide strategic insights during client meetings, pitches, internal & external reporting, and campaigns.

Cross-Functional Leadership

• Serve as the internal expert, collaborating closely with other teams to ensure alignment across customer initiatives.
• Drive a high-performance culture through effective delegation, mentorship, and cross-functional coordination.
• Champion best practices across departments and build capabilities centered around innovation.

Other related duties as required or assigned.