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 If you're a strategic thinker who enjoys building structure, driving measurable results, and creating exceptional customer experiences, we'd love to hear from you.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. 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. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.