What are the responsibilities and job description for the Senior Director, Customer Experience position at Marmon Link?
Marmon Link
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Do you want to be a critical leader in a growing business that aspires to build and shape a team that delivers great Customer experience? Do you want to join the “biggest small company” you’ll ever work for, enjoying the opportunity to be entrepreneurial and creative while having the resources of a major enterprise? Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio found around the world where food and beverages are enjoyed. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind: to enhance the eating and drinking experience, nourishing the people and communities we serve globally.
Reporting to the President, Link & Renew the Sr. Director of Customer Experience is responsible for leading the transformation of our customer experience organization. You will develop and execute strategic initiatives for our total customer experience from order placement, through fulfillment, to service over the life of our equipment, to enhance customer satisfaction, loyalty, and engagement across all customer touchpoints. You and your team will build larger and stronger relationships with our current customers and seek new relationships to support our growth initiatives that drive revenue growth, expand market share, and improve the overall profitability of the company. You will identify KPI’s and improve processes to deliver successful customer outcomes. This is a critical leadership role which touches all facets of customer engagement for Marmon Foodservice Technologies.
With over 40 years of expertise, Marmon Renew revitalizes foodservice and beverage equipment, ensuring like-new quality, an extended lifespan and enhanced functionality, all achieved via our cost-effective and environmentally conscious remanufacturing solutions. At Marmon Link, we ensure peak equipment performance from purchase through warranty and beyond, offering a range of aftermarket solutions and readily available genuine OEM parts, supported by our exceptional customer support and technical expertise.
This role is located in Brooklyn Park, MN leading a team currently in a hybrid work environment.
What You’ll Do
You display a relentless customer focus, capturing the voice of the customer, market trends, and create a culture where the team delivers on their commitments. You simplify, improve and automate processes to eliminate waste, increase productivity, and add value for our customers. You are someone who takes initiative and knows how to set strategic direction. You understand the market and can identify where the most value can be created. You promote a winning culture where everyone can feel valued, encouraged, and able to contribute. You listen and empower talent at all levels of the organization and create an open and sincere, high trust environment.
Skills/Experience We’re Looking For
Benefits
We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Do you want to be a critical leader in a growing business that aspires to build and shape a team that delivers great Customer experience? Do you want to join the “biggest small company” you’ll ever work for, enjoying the opportunity to be entrepreneurial and creative while having the resources of a major enterprise? Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio found around the world where food and beverages are enjoyed. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind: to enhance the eating and drinking experience, nourishing the people and communities we serve globally.
Reporting to the President, Link & Renew the Sr. Director of Customer Experience is responsible for leading the transformation of our customer experience organization. You will develop and execute strategic initiatives for our total customer experience from order placement, through fulfillment, to service over the life of our equipment, to enhance customer satisfaction, loyalty, and engagement across all customer touchpoints. You and your team will build larger and stronger relationships with our current customers and seek new relationships to support our growth initiatives that drive revenue growth, expand market share, and improve the overall profitability of the company. You will identify KPI’s and improve processes to deliver successful customer outcomes. This is a critical leadership role which touches all facets of customer engagement for Marmon Foodservice Technologies.
With over 40 years of expertise, Marmon Renew revitalizes foodservice and beverage equipment, ensuring like-new quality, an extended lifespan and enhanced functionality, all achieved via our cost-effective and environmentally conscious remanufacturing solutions. At Marmon Link, we ensure peak equipment performance from purchase through warranty and beyond, offering a range of aftermarket solutions and readily available genuine OEM parts, supported by our exceptional customer support and technical expertise.
This role is located in Brooklyn Park, MN leading a team currently in a hybrid work environment.
What You’ll Do
- Develop, implement and execute a customer experience strategy inclusive of key performance indicators to provide the direction and focus needed to successfully deliver an excellent end-to-end customer experience
- Identify and prioritize key CX initiatives to enhance customer satisfaction (internally and externally) to increase customer engagement and satisfaction
- Provide leadership and guidance to the customer experience team, fostering a culture of customer first mentality, proactive communication, employee growth and engagement, collaboration, accountability, and inclusion
- Work with executive leadership team to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups
- Collaborate cross functionally with Operations, Marketing, Finance, Commercial to obtain internal VOC and deliver for our customers
- Develop and implement a comprehensive growth strategy aligned with Marmon Link and Renew’s objectives and market trends with a focus on pioneering the aftersales and services market to create value for our customers and identify new market opportunities, potential partnerships, and innovative business models that drive revenue growth.
- Lead simplification, harmonization, and optimizations across systems, locations, and functions
- In partnership with the date science team, analyze complex business situations and performance metrics to identify areas for improvement and implement strategies to optimize team performance.
- Build relationships with key stakeholders, including cross functional leadership teams (operations, marketing, finance), customers, suppliers, and industry partners, to support business growth initiatives.
You display a relentless customer focus, capturing the voice of the customer, market trends, and create a culture where the team delivers on their commitments. You simplify, improve and automate processes to eliminate waste, increase productivity, and add value for our customers. You are someone who takes initiative and knows how to set strategic direction. You understand the market and can identify where the most value can be created. You promote a winning culture where everyone can feel valued, encouraged, and able to contribute. You listen and empower talent at all levels of the organization and create an open and sincere, high trust environment.
Skills/Experience We’re Looking For
- Prior experience in the Foodservice industry with focus on Service and Customer excellence
- Proven track record of success in driving new business growth opportunities and profitable revenue and operating income, preferably in the service and manufacturing industry
- Ability to create key performance indicators and develop dashboards to track team performance
- Desire to quickly and systematically address problems
- Proven track record or building employee engagement and growing internal talent
- Demonstrated strategic planning and analytical skills, with the ability to translate data into actionable insights and recommendations.
- Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams at every level of the organization.
- Financial Acumen inclusive of project management, budgeting, and resource allocation.
- Knowledge of manufacturing processes, supply chain management, and distribution channels
- A relentless drive to capture voice of customer
- Bachelor's degree in business administration, finance, marketing, or a related field
- 10 years’ progressive experience in a customer care or commercial roles leading multiple cross functional teams
- Ability to travel up 30% of the time
Benefits
We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:
- Medical, Dental, Vision, and Prescription Drug insurance plans
- Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family
- Tax advantaged spending accounts for health and dependent care expenses
- Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning
- Generous paid time off for personal use, holidays, and parental leave
- Company-sponsored life insurance
- 401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own
- Financial and retirement advising
- Bonus Eligible
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
Salary : $140,000 - $190,000
