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 for more info.