Customer Experience Director

Director of Customer Experience

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

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.