Director of Customer Experience

JOB TITLE: Director Of Customer Experience

DEPARTMENT: Sales

REPORTS TO: Chief Commercial Officer

LOCATION: Columbus, OH

WAGE: Salaried, Exempt

WORK HOURS: Full-time, Variable

ABOUT THE POSITION:

The Director of Customer Experience is a newly created position on the Plaskolite Commercial Sales Team. S/He will lead the Customer Experience (CX) team in North America and align with other regions to deliver best-in-class satisfaction, champion customer loyalty, and fostering a customer-centric culture throughout the organization. The incumbent will have three direct reports and mentor/lead a larger team of 20+ CX professionals. Establishing a center of excellence for the CX team is essential to this role. This position is an integral part of the North American Commercial Leadership Team.

ESSENTIAL TASKS AND RESPONSIBILITIES:

• Develop and execute proactive and comprehensive strategies to align with business goals and drive continuous improvement, leveraging data including KPI’s and industry trends
• Oversee order management and fulfillment operations while leading the development and execution of integrated business processes, with a strong emphasis on accurate and proactive demand planning
• Utilize data analytics including customer feedback (surveys, etc.), net promoter scores, order metrics, CRM, and other voice-of-customer techniques to identify areas for enhancement, shorten response times, reduce complexity and improve decision-making for the CX team
• Evaluate the structure and career-pathing of the current team and offer suggestions to optimize talent and support the enterprise going forward.
• Set and drive accountability with regards to clear job responsibilities, employee career development and a coaching/feedback model.
• Collaborate with cross-functional teams, such as Sales, Marketing, IT, and Operations, to improve efficiencies, address customer pain points and drive customer-centric improvements.
• Identify areas of opportunity to implement new or enhanced technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions.
• Cultivate relationships with key customers, strategic partners, and stakeholders to understand their needs, address concerns, maintain strong relationships and adjust accordingly.
• Collaborate with Sales and account management teams to ensure alignment and deliver a seamless customer experience throughout the customer journey.
• Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact customer satisfaction.
  
  

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience in Customer Service/Sales; Graduate level degree a plus
• 10+ years of experience in Customer Experience, Customer Service or Inside Sales, preferably in a business-to-business environment
• 4+ years in a position of leadership
• Demonstrated experience applying lean and continuous improvement methodologies to enhance operational efficiency; Six Sigma certification (Green Belt or higher) preferred
• Proven track record of leading successful teams and driving change management
• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences
• Innate desire to build new relationships and enhance existing ones.
• Skilled user of customer relationship management (CRM) software/tools or other database platforms to support data analysis and gain key insights
• Proficiency in business intelligence (BI) software, such as Power BI, Tableau, or SAP a plus
• Extensive business acumen
• Excellent oral and written communication skills
• Ability to organize, prioritize, delegate, multitask, and work within established deadlines
• Self-motivated with an entrepreneurial spirit
• Ability to travel (5-10%) as needed
  
  

AVAILABLE BENEFITS:

• Sign-On Bonus
• Health Insurance
• 401(k) and Employer Contribution
• Paid time off
• Paid Holidays
• Dental Insurance
• Vision Insurance
• Life Insurance
• Voluntary Insurance
• Employee discount program
• Tuition reimbursement
• Employee Assistance Program
  
  

About Plaskolite

Established in 1950, Plaskolite's first successes were in production of hula-hoops, flyswatters, and fluorescent lighting panels. Now, Plaskolite is North America’s leading manufacturer of thermoplastic sheet. Our mission is to deliver superior thermoplastic sheet, coatings, and polymers to the world through long-lasting customer relationships and hands-on customer service. Plaskolite is now a member of Pritzker Private Capital, which partners with middle-market companies based in North America with leading positions in the manufactured products, services, and healthcare sectors. Visit www.plaskolite.com/about for more info.