Director of Customer Experience - looking to hire ASAP!
A growing and stable food distribution company is looking for a strategic and hands-on Director of Customer Experience to lead and transform the customer journey across Customer Service, Sales Support, and Marketing.
This newly created leadership position will be responsible for developing the structure, strategy, processes, technology, and team performance needed to create a best-in-class customer experience while supporting the company's continued growth.
This is an ideal opportunity for a proven builder who thrives in creating scalable processes, implementing KPIs, leveraging technology and AI, and driving customer retention and brand loyalty in a B2B distribution environment.
Key Responsibilities
- Lead and unify Customer Service, Sales Support, and Marketing teams (13+ employees) while building a customer-centric culture focused on responsiveness, accountability, and operational excellence.
- Develop and implement customer experience strategies, service standards, KPIs, dashboards, and reporting to measure customer satisfaction, retention, response times, order accuracy, and overall business impact.
- Streamline and optimize customer-facing processes, including order management, communication workflows, customer onboarding, inventory visibility, order recaps, and issue resolution.
- Own the company's brand experience across all customer touchpoints, including social media channels, customer communications, marketing initiatives, and customer engagement programs.
- Partner cross-functionally with Sales, Operations, IT, and Leadership to leverage technology, automation, and AI-driven solutions that enhance the customer experience and support scalable business growth.
Qualifications
- 8+ years of leadership experience in Customer Experience, Customer Service, Commercial Operations, or a related function.
- Proven success building customer experience programs, processes, KPIs, and team structures from the ground up.
- Experience leading customer service or call center environments within a B2B organization.
- Background in distribution, foodservice, consumer products, manufacturing, or other tangible-goods industries preferred.
- Bachelor's degree preferred; equivalent experience will be considered.
Compensation
$160,000 - $200,000 base salary + performance-based bonus
no relocation offered
- The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.
- The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).
Equal Opportunity Notice
Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries (\"we,\" \"our,\" or \"Vaco by Highspring\") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
For residents of Ontario, Canada only
to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
the individual's skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations; and
other business and organization needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).
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