Director of Customer Experience
Director of Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
The Director of Customer Experience is responsible for leading developing and inspiring a multi-functional customer-facing team that includes Client Relations Associates (CRA) Safety Store Associates (SSA) and Field Service Associates (FSA). This role ensures the delivery of an exceptional client experience by providing strategic oversight operational excellence and continuous process improvement. The Director will create a service culture that minimizes client issues maximizes efficiency and fosters long-term partnerships. They will spearhead efforts to automate streamline and simplify operations with a focus on preventing recurring issues through root cause analysis technology enhancements training and process optimization.
Key Responsibilities
Leadership & Team Development
- Provide clear vision direction and coaching to CRA SSA and FSA teams to ensure consistent high-quality client service.
- Recruit hire onboard and develop team members fostering a culture of accountability problem-solving and continuous improvement.
- Lead weekly departmental rhythm meetings and participate in cross-functional leadership huddles to maintain alignment with company goals.
- Promote a proactive client-first mindset across all rolesencouraging employees to anticipate needs and act quickly to resolve challenges.
- Identify leaders and build a bench of managers supervisors and team leaders and help them to lead members of the team to success.
Operational Excellence
- Oversee all client service operations: from order/quote processing case/ticket (issues/additional needs) support to on-site inventory management in safety stores or vending replenishment.
- Ensure efficient scheduling and resource allocation for both on-site (SSA FSA) and remote (CRA) support.
- Maintain high service standards while managing budget timelines and KPIs.
- Drive operational efficiency by identifying bottlenecks and implementing sustainable solutions.
Client Experience Optimization
- Use root cause analysis (five whys method) and Kaisen events to identify and eliminate sources of repeat client issues.
- Lead efforts to reduce Dynamics cases/tickets through preventive measures training and process redesign.
- Partner with technology teams to implement automation and digital solutions that enhance responsiveness and accuracy.
- Establish and monitor KPIs for customer satisfaction service turnaround and case resolution rates.
Process Improvement & Innovation
- Develop refine document and maintain processes procedures and work instructions ensuring they are current clear and actionable.
- Regularly evaluate and improve workflows to streamline service delivery and eliminate inefficiencies.
- Collaborate with cross-functional teams (Supply Chain Operations Sales) to align customer experience initiatives with business objectives.
- Champion continuous innovationencouraging team members to bring forward ideas for new tools processes or approaches.
Skills & Competencies
- Leadership & Coaching Inspires and develops high-performing teams across diverse roles and environments.
- Strategic Thinking Anticipates future client needs market trends and operational challenges; aligns resources accordingly.
- Communication Excels in verbal and written communication with clients internal teams and leadership; adapts style to audience.
- Problem Solving Employs analytical skills creative thinking and persistence to address complex service issues.
- Technology Savvy Proficient in CRM (Dynamics) ERP (P21) vending software Microsoft Office Suite and analytical tools (Excel Qlik).
- Operational Rigor Maintains strong organizational and planning capabilities; manages multiple priorities effectively.
- Client-Centric Mindset Builds trust and long-term relationships through proactive engagement empathy and accountability.
Arbill Core Values
1. Relentless Can Do
Approach challenges with optimism creativity and determination. - We firmly believe theres no ceiling to what we can accomplish. What we collectively dream up we can achieve. Were bold thinkers courageous wildly ambitious and we approach every situation with optimism and creativity. We have a whatever it takes mentality and the perseverance to carry it out. This limitless mindset is the cornerstone for all that we do and we are steadfast when it comes to achieving whatever we set our minds to.
Behaviors: Leaning into problems seeking solutions imagining what is possible vs what isnt possible; Optimism Creative Ambitious
2. Cultivating Meaningful Relationships
Build and maintain authentic partnerships based on trust and respect. - We take pride in the relationships weve built over the decades - in business with employees and interpersonally. We listen really take the time to understand their needs wants and opinions - and were wholeheartedly committed to treating everyone with the utmost care and respect that they deserve. We know that mutual respect builds strong meaningful partnerships - so putting our dedicated efforts into building nurturing and growing these precious and authentic relationships around respect is the key to everyones success.
Behaviors: Humility Open Honest Authentic Truthful Communicative
3. Drive to Continuously Innovate
Seek improvement embrace change and pioneer new approaches to enhance client experience. - Were unapologetically committed to the endless pursuit of knowledge growth and innovation not only in business but for ourselves. We take risks encourage curiosity learn from our mistakes pioneer new ideas and forge new paths. By continuously innovating were able to consistently deliver ground-breaking revolutionary solutions that add value to every situation - within our company our industry and in peoples daily lives. We never settle. We strive for excellence.
Behaviors: Healthy paranoia accountable for our mistakes desire to be better humble
Qualifications:
- Bachelors Degree and/or equivalent experience
- At least 3 working years experience in relevant customer service or project management role
- Comfortable working in a fast-paced environment
Required Experience:
Director
Employment Type
Full-Time
