Division Customer Experience Manager

About the Role

Key Responsibilities

• Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met.
• Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.
• Advocate and support the Corporate WIN Strategy by managing and improving the end-to-end customer experience to build customer loyalty.
• Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams.
• Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution.
• Lead initiatives that promote a positive customer experience culture across the organization.
• Support journey mapping efforts to identify critical touchpoints and drive continuous improvement.
• Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback.
• Ensure customer concerns are addressed promptly and effectively to exceed expectations.
• Promote best practices and share success stories across teams to foster a customer-centric mindset.
• Lead all aspects of non-technical and technical post-order customer service, including order management, delivery coordination, warranty and contract management, application support, installation, diagnostics, and troubleshooting.
• Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery.
• Oversee recruitment, training, and development of customer service team members, managing performance and fostering talent growth.
• Coordinate with manufacturing, supply chain, and other departments to ensure smooth product flow and customer satisfaction.
• Manage customer service metrics and reporting to monitor performance and identify areas for improvement.
• Respond to special financial requests and conduct reviews related to customer service operations.
• Serve as a primary point of contact for escalated customer issues and lead resolution efforts.

Requirements

• Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
• 7-10 years of experience in customer experience, customer service management, or related leadership roles.
• 7-10 years of supervisory or managerial experience in a manufacturing or customer service environment.
• Strong interpersonal and communication skills with the ability to engage effectively with customers and internal stakeholders.
• Proven ability to lead teams, drive initiatives, and foster a culture of continuous improvement.
• Experience managing post-order and technical customer service functions preferred.
• Knowledge of manufacturing operations and supply chain coordination is a plus.
• Demonstrated success in building customer loyalty and enhancing service quality.
• Excellent organizational and problem-solving skills.

Nice to Have

• Experience managing post-order and technical customer service functions.

Qualifications

• Educational background includes a Bachelor's degree in Business, Marketing, or related field; a Master's degree is preferred.