Tuesday, January 10, 2012

Chief Customer Experience Officer

Chief Customer Experience Officer, Columbus Metropolitan Library
The Chief Customer Experience Officer is a one-of-a-kind opportunity to lead transformational change during a historic shift in the world of libraries, and to set both a national and international standard for what it means to be a library in the digital age. This position delivers a best-in-class vision of exceptional customer service at one of the nation’s most highly recognized public libraries.  The successful candidate will demonstrate an ability to blend leading-edge library services with the most successful retail and digital applications from a broad spectrum of related sectors (business, education, government, non-profit, etc.).
Key Responsibilities:  Service delivery to a population of 800,000 via a Main Library, 20 branches, outreach services, etc.
Programs and Services:

·         Lead a deep understanding of the implication of the changing role of libraries (as a result of eBooks, online research tools, social media, etc.).
·         Develop programs and services that position libraries for new and sustained viability.
·         Strategically evaluate programs and services to ensure their alignment with CML strategies, return on investment and community-based outcomes.
·         Work with collection management director and digital strategies director to provide the best possible portfolio of physical and digital materials to exceed customer expectations.
·         Identify and implement an ongoing innovation and transformation effort throughout all customer service delivery venues: facilities, outreach, web, apps, etc.
Customer Experience/Brand Management:
·         Broaden CML’s commitment to best-of-class strategies developed by highly successful retailers to deliver “wow” customer service.
·         Identify signature brand behaviors that all public services staff understands to deliver a consistent brand experience that respects the uniqueness of our diverse neighborhoods and communities.
·         Work with marketing director and Vision 2020 team to ensure the CML brand is represented accurately in all aspects of the branches (i.e., signage, displays, collections, furniture and physical spaces/ambiance).
·         Determine the service and facility programming requirements for a $65M+ capital campaign (to be supplemented with a private capital campaign).
·         Develop and implement brand-consistent merchandizing strategies for branches.
·         Achieve the full potential of the CML brand by driving execution and by creating a consistent exceptional customer experience.


·         Serve as a member of the Strategic Planning Team responsible for the development and overall strategy and the achievement of the library’s vision.
·         Model thorough analytical thinking to continuously clarify, align, execute and improve the strategies for all library services.
·         Develop, train, mentor and assess direct reports in all areas of responsibility.
·         Identify and develop high potential talent for future leadership opportunities.
·         Through development, inspiration and motivation, sustain and evolve a consistent culture of excellence, service and continuous improvement across the entire library system.
·         Drive organizational growth through participation on key leadership teams.
·         Maintain community and national visibility through high-profile participation on boards, speaking engagements, and/or other opportunities.
Reporting Relationships:
This officer reports directly to the chief executive officer and manages a leadership team who oversees a public services staff of 600+.
Education and Experience:
A Bachelor's degree from an accredited college or university and 5-15 years of progressively more responsible management experience in a retail or library environment.  Masters degree preferred. 
The library offers competitive compensation and premium benefits package, including excellent health coverage, generous paid time off, and OPERS retirement. 
For additional information and to apply, please go to:  http://www.columbuslibrary.org/cceo

No comments: