Customer Experience Director

This role contributes to the company’s success by ensuring the overall goals of the company are supported and achieved. This position requires judgment and initiative to determine proper approach or action for corporate goals; the individual holds extensive knowledge of the organization, including all aspects of Customer Experience operating policies, procedures, protocols, principles, and accepted practices. The Customer Experience Director requires significant collaboration with Commercial, IT, Business Unit, and Supply Chain, as well as other internal functional groups, and must develop strong cross‑functional relationships to become a trusted member of the Customer Experience / Commercial team.

Responsibilities

• Directs and oversees all aspects of the organization’s policies as they relate to order execution, including order fulfillment, pricing, and transportation.
• Develops best practices for Customer Experience functions; designs and implements new work streams or improves existing processes; implements business‑driven technology initiatives.
• Leads or participates in cross‑functional or key customer meetings and represents the customer experience perspective; disseminates information back to the Customer Experience department.
• Initiates and manages internal department and cross‑functional projects to drive efficiency, documentation, compliance, process improvements, and system enhancements.
• Provides leadership oversight of the Customer Experience Department.
• Ensures effective resource planning and workload balancing across teams to support a dynamic business model with specific customer requirements; plans for hiring, team development, and talent alignment.
• Designs, implements, and maintains performance scorecards and KPIs to measure team effectiveness, customer health, and service outcomes; utilizes data analytics cross‑functionally to influence organizational strategies and decisions.
• Establishes Customer Experience goals; conducts semi‑annual performance and developmental reviews for direct reports, provides input on all team members; monitors performance against service targets and goals; meets with supervisors regularly to focus on KPIs; identifies opportunities for ongoing training; provides or facilitates development and skill‑set enhancement training; mentors and fosters growth of team members.
• Oversees any Order‑to‑Cash acquisition and divestiture activities related to orders; assigns individuals to projects, organizes tasks, timelines, and resources.
• Maintains detailed understanding of system functionality (SAP and Business Intelligence) and service requirements for customers.
• Serves as escalation point for customer issues, ensuring they are resolved quickly and efficiently, leveraging resources across the company as necessary.
• Supports change management initiatives associated with corporate changes, acquisitions, or managed projects; utilizes best practices and effectively integrates acquired companies into a standardized way of doing business.
• Participates in commercialization projects to stand up new customer business, focusing on efficient solutions to meet customer requirements.
• Leads cross‑functional discussions with appropriate stakeholders when customer expectations are not being met, and works to find solutions.
• Applies a continuous improvement mindset to support scalability, control costs, achieve operational efficiency, and provide exceptional customer service.
• Serves as a representative for the Commercial team on the corporate Project Review Board (PRB) to review and provide input on proposed projects.
• Builds relationships and partners with key personnel at production and warehouse facilities to address customer concerns and/or execution challenges.
• Manages the sample distribution process to customers and supports cross‑selling of products across the Windoria companies.

Qualifications

• Bachelor’s degree required, or equivalent work experience in a management role.
• Minimum of seven years customer service experience required, with five years in a progressive customer service management role required.
• Excellent communication skills, written and oral, for effective interaction with all levels of the company.
• Ability to think logically, solve problems, and grasp concepts and information technology systems quickly.
• Demonstrated ability to apply strong project management and change management skills.
• Ability to work independently without the need for daily direct management.
• Excellent organizational skills with ability to meet tight deadlines.
• Proven ability to build effective relationships, facilitate cross‑functionally, and influence without authority.
• Experience in a manufacturing/food processing environment preferred.
• Working knowledge of Microsoft Office required; knowledge of SAP system preferred.
• Proven leadership skills required.

Benefits

• Medical, Dental, Vision
• 401(k) with match
• STD / LTD / AD&D / Life insurance
• HSA, FSA, EAP
• Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, Critical Illness

Pay

Salary range: $136,000 – $205,000 annually, based on experience and other qualifications, with additional bonus potential.

Schedule

Hybrid: Fridays remote; Monday through Thursday in office.

Location

1120 Employers Blvd, De Pere, WI 54115

Travel Requirements

Occasional travel to business meetings and/or company locations may be required (approximately 15% travel to support operational activities at facilities in the U.S. and Canada).

Physical Demands and Work Environment

Work is performed primarily in an office environment. The employee is regularly required to sit for extended periods while using a computer and other standard office equipment. Frequent use of hands and fingers for typing and operating office technology is required. Close visual acuity to view electronic documents and screens is necessary. Occasional standing, walking, bending, or lifting of materials up to 15 pounds may be required. The employee is expected to maintain a safe and productive work environment that supports confidential business activities.