Sr. Director of Customer Experience and Success (CXS)

Coats - La Vergne, TN

Full-time - Senior

La Vergne, TN

Specialty Trade Contractors

About the position

The Sr. Director of Customer Experience and Success (CXS) is a strategic leadership role focused on defining and implementing a comprehensive customer experience and success strategy across the organization. This position oversees critical functions such as Project Management, Case Management, Customer Service, and Customer Portal, ensuring that customers derive maximum value from products and services throughout their lifecycle. The role aims to maximize customer satisfaction, loyalty, and advocacy by ensuring seamless and consistent customer interactions aligned with the company's goals.

Responsibilities

• Lead the development and execution of customer success strategies to ensure client satisfaction, retention, and long-term growth.
• Build and nurture strong relationships with key clients, acting as a trusted advisor to understand their needs and advocate for solutions.
• Oversee customer success metrics and initiatives to identify areas for improvement and implement scalable processes that enhance customer engagement.
• Develop and execute a holistic customer experience strategy that aligns with the company’s vision and business objectives.
• Create and maintain customer journey maps, optimizing key touchpoints to enhance the overall customer experience.
• Champion a customer-centric culture throughout the organization, engaging senior leaders to prioritize CX initiatives.
• Lead the customer service team, ensuring they provide outstanding support at every customer interaction.
• Develop and enforce customer service standards and best practices, driving continuous improvement in response times and customer satisfaction.
• Regularly review customer service performance metrics and adjust strategies to enhance team effectiveness.
• Oversee the development and enhancement of the Customer Portal, ensuring a seamless, user-friendly experience.
• Collaborate with IT, UX, and product teams to introduce new features based on customer feedback.
• Promote the Customer Portal as a key tool for customer self-service, reducing friction and enhancing autonomy.
• Oversee the execution of customer-focused projects, ensuring they are delivered on time and within budget.
• Establish and monitor clear metrics and KPIs to gauge the success of customer projects, reporting progress to the CEO and Board.
• Lead the case management function, ensuring customer issues are addressed promptly and effectively.
• Monitor case management through CRM systems, identifying trends and addressing systemic issues.
• Implement and manage escalation processes for complex customer issues.
• Serve as a key member of the executive leadership team, contributing to the strategic direction of the company.
• Collaborate with department heads to ensure CX initiatives are integrated across the business.
• Develop, lead, mentor, and foster a culture of excellence within the CX team.

Requirements

• Bachelor’s degree in Business, Marketing, Engineering, or a related field; MBA or other advanced degree strongly preferred.
• 10+ years of senior leadership experience in Customer Experience, Customer Success, or related roles within a manufacturing or industrial environment.
• Proven track record of successfully developing and executing customer experience strategies at a senior level.
• Extensive experience in project management, with a history of leading large-scale CX initiatives.
• Deep understanding of CRM systems, case management, and customer service best practices.
• Strong leadership and influencing skills, with the ability to drive cross-functional collaboration.
• Expertise in customer data analytics, technology platforms, and research methodologies.
• Analytical mindset with the ability to interpret data and make informed decisions to enhance customer experience.
• Exceptional communication and presentation skills, with experience reporting to and advising senior executives and boards.
• Experience with digital transformation initiatives, particularly in the development and management of customer-facing portals or platforms.
• Certification in Project Management (PMP), Customer Experience (CCXP), or related disciplines.