Senior Director, Customer Experience

Club Car

LOCATION: Evans, GA - Office location: 4125 Washington Rd. Evans, GA 30809

SUMMARY OF FUNCTIONS:

The Sr. Director of Customer Experience is the senior executive accountable for defining, measuring, and driving a cross-functional strategic plan to enable a seamless customer experience at all customer touchpoints. This individual is responsible for leading the customer service organization (quotations, orders, account management, technical training, technical publications, warranty and technical support) and has business ownership for customer-facing systems (Salesforce, Tavant, etc.).

This individual collaborates with other functional leaders to drive strategies that result in increased customer loyalty, market share gain, and profitable revenue growth enabled through a differentiated, best-in-class customer experience for our distributors, dealers, strategic partners and end users.

MAJOR DUTIES AND RESPONSIBILITIES:

• Develop and execute strategies and initiatives to support the business’ vision and goals, increasing revenue, and driving improved customer satisfaction.
• Establish deep knowledge of the voice of the customer and leverage opportunities at each stage of the customer journey.
• Define strategy, measure results and prioritize with peers on cross-functional actions to enable a seamless customer experience at all touch points. Serve as the Senior Leader responsible for managing customer feedback and queries and proactive management of issues through resolution.
• Develop platform and deploy strategies for measuring Customer Satisfaction levels (quantitatively and qualitatively), analyzing customer feedback across channels and touch points to prioritize and implement actions to deliver top-tier customer experience.
• Track and monitor customer satisfaction on an ongoing basis to develop customer service business strategy and operating plan for CX organization. Establish seasonal playbooks, MDI, standard work, and metrics to ensure optimal functional performance.
• Contribute as a member of the leadership team to execute the mid- and long-term growth strategy; positively represent the Club Car values.
• Collaborate with global sites to understand commonalities and potential synergies. Identify and recommend synergistic opportunities. Own and execute any intercompany efforts, potential transfers of work, or collaborative support opportunities.
• Collaborate cross-functionally on continuous improvement initiatives throughout the business.
• Effective collaboration and influence with internal and external customers is essential to being successful in this role
• Performs all other duties as assigned

ORGANIZATIONAL RELATIONSHIPS:

Reports to Club Car’s VP of Product Management & Marketing. Participates on the senior leadership team, with a direct team of 5. Outside of functional team and SLT, relationships will be customers, channel partners and vendors.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree (or equivalent combination of education and experience) in business, marketing, engineering or related area (MBA preferred)
• Minimum 10 years’ experience leading people in a service environment preferably employed by a large ($1Bln ) organization.
• Experience leading Kaizen, Six Sigma, and Lean manufacturing initiatives in full-scale manufacturing environments. Certifications are a plus.

REQUIRED SKILLS AND ABILITIES:

• Strong influential leadership competencies to organize and motivate teams in an indirect and/or complex organizational structure.
• Outstanding leadership, teamwork, mentoring and development of abilities.
• Positive experience in change management, with relevant examples.
• Clear strategic thinker; proven experience in translating strategies into actionable plans.
• Excellent communication, presentation and negotiation skills with ability to perform technical presentations to experienced engineers.
• Customer orientation and experience in winning and keeping customers.
• Focused approach, target oriented and a high degree of employee and customer engagement required.
• Willing to travel, approximately 10-30%