Last updated on May 6th, 2022
Breezeline is the eighth largest cable/broadband operator in the U.S. providing more than a half-million residential and business customers with high-speed internet, TV and voice services in12 states. Formed as Atlantic Broadband in 2004, the company rebranded in January 2022 as Breezeline to reflect its geographic reach that has grown beyond the east coast. The company has also undertaken a major cultural change, seeking to become more customer-centric, focused on enhancing customer experiences with new services and delivering them with a customer-first ethic.
Breezeline was looking for a Director Customer Experience to help drive its transition from service provider to customer experience leader. They needed someone who could own competitive analysis and create customer experiences that would define and differentiate the Breezeline brand, analyze customer trends to inform the product roadmap and marketing strategies, and leverage data to find creative solutions. In other words, someone with serious marketing math chops and the creativity to turn those strategic insights into products and customer communications while supporting internal partners. Ultimately, the goal was to increase Breezeline’s Net Promoter Score (NPS).
Breezeline is headquartered in Quincy, MA, part of the Boston metro and is a unit of Cogeco, an international telecom business with more than $2.5 billion in revenues. Boston’s Route 128 corridor was once the country’s premier tech location, and, while it has fallen behind Silicon Valley, Boston remains a vibrant technology and corporate hub with abundant career opportunities. That meant there were likely ample candidates. However, Breezeline is not a household name and there was also a lot of local competition from better-known entities such as Trader Joe’s east coast headquarters, Comcast and Spotify.
“The Director Customer Experience is a key part of our marketing executive team, and the job requires someone with both excellent analytical skills and real creativity. We had not had success finding the right candidate when we turned to Apex. They quickly identified multiple candidates who had the professional skills we needed and the personality to succeed in our organization. That they were able to find the person we ultimately hired in less than a month was even more impressive.”
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