Director of Customer Success

Director of Customer Success – $350 Million Manufacturing Company - East Stroudsburg, PA

The Director of Customer Experience is responsible for leading and executing strategies to enhance customer satisfaction and loyalty across all customer touchpoints. This role will drive initiatives to improve Net Promoter Score (NPS), manage customer feedback programs, and optimize business processes through the strategic use of data and technology.

Compensation: $130,000 - $145,000 base salary 20% performance bonus.

Benefits: Medical, Dental, Vision, Life Insurance, STD, LTD, PTO, 401k Match.

Key Responsibilities:

• Lead Customer Experience Strategy:
• Develop and implement strategies to significantly improve NPS across all customer touchpoints.
• Analyze NPS data to identify key drivers of customer satisfaction and areas for improvement.
• Lead cross-functional teams to develop and implement solutions to address customer pain points.
• Manage Customer Feedback Programs:
• Design, deploy, and analyze customer surveys across all channels (digital, in-person, after-sales).
• Leverage customer feedback to identify areas for improvement across the entire customer journey.
• Collaborate with teams to enhance customer satisfaction at every interaction point.
• Oversee Loyalty Programs:
• Lead the strategic development and operation of the Loyalty Program to drive customer retention and engagement.
• Track program performance and customer participation to identify areas for improvement and new growth opportunities.
• Develop and implement incentives and campaigns to reward loyal customers and strengthen brand loyalty.
• Manage Training Programs:
• Oversee the Authorized Training Program to ensure dealers and partners are aligned with customer experience goals.
• Develop and deliver high-quality training materials, schedules, and certifications to maintain high service standards across the dealer network.
• Collaborate with dealers to improve their customer interactions and overall service delivery.
• Drive Service Excellence:
• Monitor and manage key service performance indicators (KPIs) to ensure dealers meet post-sale service standards.
• Work with internal and external stakeholders to drive continuous improvement in PM service quality.
• Develop and implement action plans to improve service KPIs for underperforming dealers.
• Lead Process Improvement:
• Identify and implement process improvements using AI, automation, and other software tools to enhance efficiency and customer satisfaction.
• Leverage data analytics to streamline operations, reduce friction, and improve the overall customer journey.
• Collaborate with IT and other departments to adopt cutting-edge technologies aligned with business goals.

Experience Seeking:

• Bachelor's degree in Business Administration, Marketing, Project Management, or a related field. Master's degree preferred.
• 8 years of experience in customer experience, loyalty programs, or project management, with proven leadership experience.
• Strong track record in driving NPS improvements and managing customer feedback initiatives.
• Experience with loyalty and training program development, preferably within dealer or channel networks.
• Strong understanding of AI tools, software platforms, and automation technologies for process improvement.
• Expertise in analyzing and improving service KPIs, with a focus on post-sale service.
• Excellent leadership, communication, and collaboration skills.
• Customer Experience Leadership
• NPS & Feedback Management
• Loyalty Program Development
• Training Program Oversight
• Service KPI Monitoring & Reporting
• Process Improvement & Technology Adoption (AI, Software, Automation)
• Project Management & Stakeholder Engagement