Senior Director, Customer Experience

The Customer Experience Senior Director is responsible to develop and deliver sustainable and value-driven customer-centric programs that reinforce the company's brand promise, enhance the overall customer journey and satisfaction and improve customer loyalty and retention. This role indirectly leads cross-functional teams to execute customer experience strategies and initiatives, and to identify future needs that promote sustainable growth and create a competitive advantage with a clear message for customers.

Essential Functions

• Lead the development and execution of customer experience strategies across the Company’s dental and animal health sectors, aligning customer touchpoints with business growth objectives and goals
• Lead integration initiatives to ensure alignment of customer experience frameworks across entities; identify synergies to enhance customer satisfaction while driving revenue growth, to include any related post-merger & acquisition activity
• Develop key performance indicators (KPIs) for customer experience programs, leveraging advanced data analysis to measure financial impact and return on investment (ROI), and identify areas of improvement, across customer engagement and retention initiatives
• Identify optimization opportunities, and design and implement process improvements and automation solutions that streamline customer service workflows that result in cost savings and enhanced operational efficiency
• Collaborate cross-functionally (e.g., finance, operations, and product development) and build relationships with key stakeholders to ensure customer experience strategies are fully integrated to support business/financial growth and drive customer loyalty
• Leverage advanced analytics to drive insights into customer behavior; identify high-value opportunities for improved financial performance and customer satisfaction and drive an environment that utilizes data to improve customer satisfaction metrics and financial results
• Assess and mitigate financial risks associated with customer experience initiatives during M&A deals, ensuring that all efforts align with the organization's overall financial health and long-term goals
• Drive innovation and exploration of technology for effective product development cycles, improve customer touchpoints, leverage technology and data, and provide customized solutions that address both customer needs and financial objectives
• Comply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

• Bachelor's Degree In Business Administration, Management, Sales, or related field or equivalent education and/or experience
• 12 years Progressive experience working in and/or leading customer experience (CX), commercial teams, or related experience and
• 6 years of leadership and/or management experience and
• Experience working in B2B with a field-based sales organization

Preferred Requirements

• Master of Business Administration (MBA)
• Experience with wholesale distribution

Skills and Abilities

• Excellent communication skills, including verbal, written, and presentation skills; ability to articulate strategic vision in a clear and concise manner to internal and external audiences
• Excellent analytical, critical thinking and problem-solving skills, with the ability to interpret complex data, perform cost analysis, and draw meaningful insights
• Strong business acumen, strategic thinking and decision-making skills, able to lead and align strategies with organizational objectives
• Proven relationship-building skills to collaborate effectively with cross-functional teams and stakeholders, internally and externally; demonstrated experience managing complex relationships and ability to effective influence through indirect leadership
• Strong organizational skills and prioritization skills; ability to drive changes to meet evolving business needs in a fast-paced environment
• Experience driving process improvements; knowledge of process improvement tools and techniques (i.e., LEAN, Six Sigma)
• Advanced experience using Microsoft 365 (Excel, Word, PowerPoint, etc.)
• Expert-level business analysis experience utilizing data-driven software (e.g. Power BI)
• Prior knowledge of sales and asset management is a plus
• Experience in inventory management, including excess and obsolete product management

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly

Travel Requirements

• Ability to travel locally, nationally and internationally as needed

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $153,500.00 - $191,900.00