Director Customer Experience

Job Description

JOB DETAILS

REQUIREMENTS

• Bachelor’s degree is required.
• 10+ years of progressive experience in customer experience, customer service, or related roles (SC, Customer Marketing), inclusive of 2 years in CX or Customer Service and direct people leadership is required.
• B2B industry experience is required.
• Proven success implementing CX roadmaps, journey mapping, and VoC programs (Qualtrics or similar platforms) in a multi-functional organization.
• Demonstrated ability to lead cross-functional teams and manage direct reports in a matrixed business setting.
• Experience with dashboard creation, data analytics, and performance measurement in CX or customer service operations.
• Ability to travel 25%, in North America.
• Master’s degree preferred.
• Ideally the candidate has experience with food manufacturing environments.
• Deep expertise in CX strategy, customer journey mapping, and operationalizing CX across B2B commercial and manufacturing functions.
• Advanced knowledge of Voice of Customer (VoC) methodologies and platforms, especially Qualtrics.
• Strong analytical skills, with proficiency in dashboard development, data visualization, and CX metrics (NPS, CSAT, order fulfillment, case resolution).
• Experience improving customer service operations, including order management and case management processes in a manufacturing context.
• Excellent leadership, coaching, and team development abilities.
• Outstanding communication and stakeholder management skills, able to influence at all levels.
• Ability to drive change, foster a customer-centric culture, and educate teams on CX best practices.
• Familiarity with CRM and CX technologies (Salesforce ServiceCloud, Qualtrics, etc.).
• Proficiency in project planning, stakeholder engagement, and change management to ensure successful adoption of CX initiatives.
• Strategic thinker with a bias for action and continuous improvement.
• Knowledge of food manufacturing industry trends, regulatory requirements, and emerging CX technologies.

RESPONSIBILITIES

• Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners.
• Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service.
• Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients.
• Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution).
• Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners.
• Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs.
• Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights.
• Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact.
• Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results.
• Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.

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