Director Customer Experience - Req. ID: 3009

Job Title: Director Customer Experience

Location: Dallas, TX

Position Type and Expected Hours of Work:
Full-time position, typically 8:00 AM to 5:00 PM, with a 1-hour lunch break. Additional hours may be required as needed.

Company Overview:

Denali is the leading organics recycling provider in the United States. We specialize in repurposing organic materials for industries ranging from food manufacturing to wastewater plants, stadiums, restaurants, and grocery stores. By providing essential sustainability services and landfill diversion solutions, we play a pivotal role in helping Fortune 100 companies meet their corporate sustainability goals. Our operations span thousands of acres, millions of tons of material, and serve millions of consumers. Through our efforts, we recycle organics into feed for animals, organic fertilizers for farmers, and energy, contributing to a sustainable future.

Benefits:

At Denali, we value our employees' dedication and hard work. We offer a competitive benefits package to ensure their well-being:

• Comprehensive Medical, Dental, and Vision coverage
• Generous 401(k) match up to 4%
• Company-paid Long-Term and Short-Term Disability
• Company-paid Life and AD&D Insurance
• Voluntary life insurance for employees and their families
• Health Savings Plan (HSA)
• Paid Time Off (PTO) and Sick Time
• Nine paid holidays per year

Role Summary:

The Director Customer Experience will lead a dynamic team focused on driving revenue, developing effective sales strategies, setting and achieving targets, and coaching team members to ensure the company’s growth. This role requires a results-oriented leader who can motivate and guide a sales team to exceed performance goals, while maintaining strong relationships with clients and stakeholders.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and manage a team of inside sales and customer service representatives, fostering a high-performance culture.
• Set clear sales goals and objectives and develop tailored strategies to achieve them.
• Provide ongoing performance feedback, coaching, and development opportunities to enhance team skills and performance.
• Oversee recruitment, onboarding, and training for new team members, ensuring a smooth integration into the team.

Customer Service:

• Champion the customer experience across all touchpoints (phone, email, chat, social media, etc.) to ensure consistency and quality.
• Identify and resolve customer pain points and ensure the service experience meets or exceeds customer expectations.
• Drive a customer-centric culture throughout the organization, ensuring customer feedback is integrated into business decisions.

Sales Strategy & Execution:

• Develop and implement strategic sales plans to meet or exceed revenue targets for the company.
• Qualify leads, manage the sales pipeline, and maintain a robust and accurate forecast.
• Craft and refine compelling sales pitches, presentations, and proposals that resonate with clients.
• Collaborate with the marketing department and other key stakeholders to align sales strategies and efforts across the organization.
• Stay informed about industry trends, competitors, and best practices to remain competitive in the market.

Communication & Collaboration:

• Maintain clear and open communication with internal teams, customers, and key stakeholders to ensure seamless operations.
• Build and nurture long-term relationships with key clients and partners.
• Coordinate with various departments to ensure alignment and smooth execution of sales and customer service initiatives.

Performance Monitoring & Improvement:

• Regularly track and analyze key sales performance metrics, identifying opportunities for improvement.
• Provide constructive feedback to team members and implement performance improvement plans as necessary.
• Ensure team performance is consistently meeting or exceeding established KPIs.

Required Knowledge & Skills:

• Bachelor’s degree (BA/BS), preferably in business, public relations, communications, or a related field.
• 5-8 years of experience in a sales or customer service leadership or management role, ideally in a related industry.
• Proven track record of successfully managing and leading sales and customer service teams to exceed targets.
• Strong written and verbal communication skills, with the ability to effectively influence and persuade.
• Exceptional organizational, time management, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic, and deadline-driven environment.
• Flexibility to work occasional evenings and travel (10-15%) for select projects, conferences, and events.

Physical Demands & Travel:

• No significant physical demands are associated with this role.
• Travel requirement is estimated to be 10-15% for client meetings, conferences, and other relevant events.

Preferred Experience:

• Experience in a sales leadership role in sustainability, recycling, or a related field is preferred.
• Demonstrated expertise in developing and executing high-level sales strategies.

Equal Employment Opportunity:

Denali is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all employees are valued. We do not discriminate based on race, color, national origin, gender, religion, age, disability, veteran status, genetic information, or any other legally protected status.

Important Notes: This job description is not intended to be a comprehensive listing of all duties, responsibilities, or tasks associated with the position. Duties and responsibilities may evolve or change over time as the needs of the company and the role develop.

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