Director of Customer Experience

Location: California

Industry: Home Manufacturing

Position Summary

Our client is seeking a Director of Customer Experience to lead the strategy, execution, and continuous improvement of the end-to-end customer journey. This leader will work cross-functionally to enhance customer satisfaction, improve operational processes, and ensure a seamless experience from initial engagement through post-sale support.

Key Responsibilities

• Develop and execute a customer experience strategy aligned with business objectives.
• Lead customer service and customer success teams while fostering a customer-first culture.
• Analyze customer feedback, KPIs, and trends to identify opportunities for improvement.
• Partner with Sales, Operations, Manufacturing, and Marketing to improve the overall customer journey.
• Drive initiatives that increase customer satisfaction, retention, and loyalty.
• Establish and monitor performance metrics, reporting, and service standards.
• Lead process improvement initiatives to enhance efficiency and the customer experience.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• 8+ years of progressive leadership experience in customer experience, customer success, customer service, or operations.
• Experience in manufacturing, home products, consumer goods, or a related industry preferred.
• Proven ability to lead cross-functional initiatives and drive organizational change.
• Strong analytical, communication, and problem-solving skills.
• Experience using CRM platforms and customer analytics to support business decisions.