Sr. Director of Customer Experience and Success (CXS)

• Lead the development and execution of customer success strategies to ensure client satisfaction, retention, and long-term growth. Collaborate with cross-functional teams to align customer goals with company objectives.
• Foster Client Relationships: Build and nurture strong relationships with key clients, acting as a trusted advisor to understand their needs, advocate for solutions, and deliver a superior customer experience.
• Monitor and Optimize Performance: Oversee customer success metrics and initiatives to identify areas for improvement. Implement scalable processes and solutions that enhance customer engagement, reduce churn, and increase customer lifetime value.

• Develop and execute a holistic customer experience strategy that aligns with the company’s vision and business objectives.
• Create and maintain customer journey maps, identifying key touchpoints and optimizing them to enhance the overall customer experience.
• Champion a customer-centric culture throughout the organization, engaging senior leaders and stakeholders to prioritize CX initiatives.

• Lead the customer service team, ensuring they are well-equipped to provide outstanding support at every customer interaction.
• Develop and enforce customer service standards and best practices, driving continuous improvement in response times, resolution rates, and customer satisfaction.
• Regularly review customer service performance metrics, adjusting strategies to enhance the effectiveness and efficiency of the team.

• Oversee the development and enhancement of the Customer Portal, ensuring it offers a seamless, user-friendly experience that evolves with customer needs.
• Collaborate with IT, UX, and product teams to introduce new features and improvements, driven by customer feedback and industry’s best practices.
• Promote the use of the Customer Portal as a key tool for customer self-service, reducing friction and enhancing customer autonomy.

• Oversee the execution of customer-focused projects, including the implementation of new customer service tools, product quality enhancements, and tailored solutions for connected equipment.
• Ensure all customer projects are delivered on time, within budget, and with measurable impacts on customer satisfaction and business performance.
• Establish and monitor clear metrics and KPIs to gauge the success of customer projects, reporting progress to the CEO and the Board of Directors.

• Lead the case management function, ensuring customer issues are addressed promptly and effectively, with a focus on delivering high-quality service.
• Monitor case management through CRM systems, identifying trends and addressing systemic issues that require executive attention.
• Implement and manage escalation processes to ensure complex or urgent customer issues receive the appropriate level of focus and resources.

• Serve as a key member of the executive leadership team, contributing to the strategic direction of the company.
• Collaborate with department heads, including R&D, Operations, Sales, Marketing, Services, IT, and Finance, to ensure CX initiatives are effectively integrated across the business.
• Develop, lead, mentor, and develop the CX team, fostering a culture of excellence and accountability.

• Bachelor’s degree in Business, Marketing, Engineering, or a related field; MBA or other advanced degree strongly preferred.
• 10+ years of senior leadership experience in Customer Experience, Customer Success, or related roles within a manufacturing or industrial environment.
• Proven track record of successfully developing and executing customer experience strategies at a senior level.
• Extensive experience in project management, with a history of leading large-scale CX initiatives.
• Deep understanding of CRM systems, case management, and customer service best practices.
• Strong leadership and influencing skills, with the ability to drive cross-functional collaboration and align teams around a common vision.
• Expertise in customer data analytics, technology platforms, and research methodologies.
• Analytical mindset with the ability to interpret data and make informed decisions to enhance customer experience.
• Exceptional communication and presentation skills, with experience reporting to and advising senior executives and boards.

• Experience with digital transformation initiatives, particularly in the development and management of customer-facing portals or platforms.
• Certification in Project Management (PMP), Customer Experience (CCXP), or related disciplines.

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.