Robert Cox
Customer Experience Leader | E-commerce Strategist | Customer Advocate (VOC)
- Role
- Director of Customer Experience at Smith Brothers
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Robert Cox
Customer experience and e-commerce leader who drives profitable growth by aligning…
Experience
Director of Customer Experience
Feb 2016 — Present · Kent, WA, US
Smith Brothers Farms is a locally owned-and-operated dairy and home grocery delivery service, with over customers throughout the Pacific Northwest (Seattle and Portland markets).As the Director of Customer Experience, I am in change of business operations for Smith Brothers Farms\' home delivery service. I am privileged to lead 3 outstanding teams (marketing, sales, support), serve as the product owner for all customer-facing platforms, and partner with colleagues across the organization to innovate and compete in the growing home grocery delivery market.Key Accomplishments- Lead end-to-end launch of new home delivery service in Portland market (Alpenrose brand)- Design and launch of new website and mobile applications (iOS, Android)- Implementation and launch of multi-channel (email, phone, chat, text, social) support via Zendesk- Creation of customer experience journey map, leading to multiple, ROI-positive CX/CE projects- Driving improvement across multiple KPIs (customer acquisition, retention, cost/acquisition).
Education
Seattle University
Bachelor's degree, Business/Managerial Economics
1989 — 2003
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