Director, Customer and Dealer Experience

Are you passionate about driving strategy? Do you love process improvement? Winnebago Motorhome is seeking a dynamic and empathetic leader to join our Customer Experience team as the Director of Customer and Dealer Experience based at our Forest City, IA location. In this critical role, you will oversee technical service, warranty operations, customer care, dealer support, training, and field action initiatives. Guided by our mission to "Serve, Solve, Simplify" you will champion a service-oriented culture, streamline warranty processes, strengthen dealer partnerships, and ensure first-time resolution of customer and dealer issues. As the Director of Customer and Dealer Experience, you will play a pivotal and strategic role in shaping the way we serve our customers and dealers.

The ideal candidate is a relationship builder with a long-term view of customer value, a passion for creative problem-solving, and a commitment to continuous improvement. You will leverage your expertise to empower teams, enhance dealer and customer satisfaction, and drive measurable outcomes (improved Net Promoter Score).

Day to Day of the Role:

• Leadership & Culture Development: Foster a service-first culture across technical service, warranty, customer care, dealer support, training, field action teams, empowering employees to deliver exceptional experiences.
• Warranty Process Optimization: Update warranty process to be fast, fair, efficient, and easy-to-navigate process that minimizes friction for customers and dealers while maintaining operational excellence.
• Dealer Relationship Management: Build and maintain strong, trust-based relationships with dealers, ensuring their needs are met and their feedback informs continuous improvement efforts.
• First-Time Issue Resolution: Drive strategies to resolve customer and dealer issues effectively and efficiently on the first interaction, enhancing satisfaction and loyalty.
• Training & Development: Oversee the development and delivery of comprehensive training programs for internal teams and dealers to ensure consistent, high-quality service and product knowledge.
• Field Action Oversight: Manage field action initiatives, ensuring timely and effective execution to address customer and product needs.
• Customer Empathy & Insights: Advocate for the customer with empathy, leveraging data, and feedback to inform decision-making and product and process improvements.
• Performance Metrics: Champion the use of Net Promoter Score (NPS) and other key performance indicators to measure and improve customer and dealer satisfaction.
• Continuous Improvement: Identify opportunities to simplify processes, reduce complexity, and enhance the overall experience for customers and dealers.
• Cross-Functional Collaboration: Partner with engineering, quality, and operational teams to align efforts and deliver seamless end-to-end experience for our dealers and customers.

Qualifications & Competencies:

• 10 years of progressive leadership experience in customer service, technical support, warranty management, dealer relations, or related fields, with at least 5 years in a senior management role.
• Bachelor’s or master’s degree in related field; Technical degree and/or MBA degree preferred.
• Demonstrated ability to empathize with customers and prioritize their long-term value to the organization.
• Exceptional interpersonal skills with experience fostering strong, collaborative partnerships with dealers, teams, and stakeholders.
• Strong commitment to process simplification and operational excellence, with experience implementing lean or similar methodologies.
• Ability to inspire, empower, and develop high-performing teams in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to influence and align diverse stakeholders.
• Familiarity with technical service, warranty systems, and customer relationship management (CRM) tools preferred.

Winnebago Motorhome is located in beautiful Forest City, IA. This community provides numerous outdoor activities including miles of bike trails, canoeing, golf, 10 parks, and aquatic center. For indoor entertainment enjoy the 630 seat Bowman Fine Arts Center. Only two hours from Minneapolis and an hour and a half from the top ranked hospital in the nation, Mayo Clinic. In addition, Iowa offers a 17% lower cost of housing than the national average. Communities nearby such as Clear Lake and Mason City offer beaches, lakes, breweries, arts, and culture.

By fostering innovation, igniting growth, promoting well-being and connecting with purpose, we cultivate the passion and pride that make both work and play extraordinary. Greatness is in your NATURE.