Director of Customer Experience

Director of Customer Experience

Direct Hire | Onsite Downtown LA (flex for the right candidate)| $150,000 - $200,000 + Bonus

Our client, a growing food distribution company, is seeking a Director of Customer Experience to build and lead a newly created function overseeing Customer Service, Sales Support, and Marketing. This is a high-impact leadership opportunity for someone who thrives in building processes, creating structure, and shaping the overall customer experience strategy.

Overview

Reporting directly to the VP of Sales, this individual will be responsible for developing and executing the company's customer experience vision while leading a team of approximately 13 employees. The ideal candidate is a strategic builder who has successfully created customer experience programs, KPIs, and process improvements from the ground up.

Key Responsibilities

• Lead Customer Service, Sales Support, and Marketing functions under a unified customer experience strategy
• Develop and implement KPIs, reporting dashboards, and performance metrics
• Build processes, SOPs, and scalable operational frameworks
• Drive customer retention, satisfaction, and overall experience initiatives
• Identify opportunities to improve service delivery and customer interactions
• Establish accountability, reporting cadence, and measurable performance standards
• Partner cross-functionally with Sales, Operations, IT, and leadership teams
• Lead, mentor, and develop a growing customer-facing team
• Oversee marketing initiatives and customer engagement programs
• Evaluate technology and process improvements that enhance the customer journey

Qualifications & Requirements

• 8+ years of leadership experience within Customer Experience, Customer Success, Customer Service, Client Services, or Commercial Operations
• Proven experience building a customer-focused function, process, or framework from scratch
• Strong experience creating KPIs, dashboards, reporting, and operational metrics
• Experience managing and developing customer-facing teams
• Background within B2B environments preferred
• Experience within distribution, foodservice, consumer products, manufacturing, wholesale, or other tangible product industries strongly preferred
• Strategic mindset with the ability to execute and drive change
• Strong analytical, problem-solving, and communication skills
• Bachelor's degree preferred but not required
• Bilingual Spanish is a plus, but not required

Why Consider This Opportunity?

• Newly created leadership role with significant influence on company growth
• Opportunity to build and shape an entire customer experience function
• Highly visible position reporting directly to executive leadership
• Competitive compensation package with bonus potential
• Flexible on-site schedule considerations for the right candidate
• Covered parking
• Growing organization focused on long-term success over urgent hiring timelines