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.

Leadership:

·         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. 

Compensation/Benefits: 

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