Director of Customer Experience

Job Summary

To enhance customer service operations, the full-time Director of Customer Experience will oversee service delivery across D2C, B2B, and B2C environments, managing the Customer Service team and driving continuous improvements in processes and performance, with the flexibility to work remotely or onsite.

Key responsibilities

• Establish and oversee the execution of customer service strategies, defining performance metrics and driving continuous improvement across all customer channels
• Maintain oversight of the SAP order journey, ensuring compliance with service level agreements throughout the fulfillment and post-sales support processes
• Collaborate with cross-functional teams to drive service improvements and align departmental goals with customer needs

Required qualifications

• Bachelor's degree in business or a related field, or equivalent experience
• At least five years of experience in customer service leadership roles
• Advanced proficiency with SAP and a strong understanding of Order-to-Cash processing
• Proven track record of developing and exceeding operational targets, including OKRs and KPIs
• Experience in leading and optimizing enterprise customer-facing support platforms