Director, Customer Experience

About the Director of Customer Experience Position:

The Director of Customer Experience at Stord is a senior leadership role responsible for championing our customer-obsessed culture by defining and driving the overarching strategy, execution, and continuous improvement of customer experience initiatives across the organization. This role involves leading a team of Customer Experience Managers and Specialists, managing high-value enterprise customer accounts, and collaborating closely with cross-functional teams to deliver seamless operations and superior customer satisfaction. As a central figure in shaping Stord’s customer-centric culture, the Director of Customer Experience ensures the CX strategy aligns with the company's broader business objectives, driving sustainable growth and customer loyalty.

What You'll Do:

• Set Strategic Direction: Develop, execute, and continuously refine the customer experience strategy, ensuring it is tightly aligned with Stord’s overall business objectives. Provide leadership and direction to a team of Customer Experience Managers (CEMs) and Specialists, holding ultimate accountability for the success and retention of enterprise-level customer relationships. Continuously evolve the team strategy, roles, and responsibilities in response to evolving business needs.
• Define Customer Success: Create a culture of customer obsession by championing the voice of the customer, setting clear expectations for the customer experience function, and ensuring the delivery of high-quality, consistent service across all customer touchpoints.
• Manage to Exceptional Performance: Foster a culture of continuous improvement, professional development, and innovation within the CX team, through the regular review and iteration of performance metrics, deployment of new processes and tools, and development of team skills that drive customer satisfaction and operational excellence.
• Build Trusted Partnerships: Cultivate and sustain strong relationships with key executive stakeholders within customer organizations, acting as a trusted advisor and serving as the senior escalation point for complex customer issues, driving resolution and maintaining customer trust.
• Drive Operational Efficiency and Innovation: Identify, prioritize, and implement process improvements that enhance customer interactions, operational efficiency, and overall service delivery. Leverage data and analytics to inform decision-making, drive innovation, and optimize the customer experience.
• Enable Cross-Functional Collaboration: Foster collaboration with Fulfillment Operations, Transportation, Technology, and other departments to ensure customer needs are fully integrated into broader operational processes. Act as the voice of the customer in strategic planning and execution.

What You'll Need:

• Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or a related field.
• 8-10+ years of experience in a customer-centric leadership role, preferably within logistics or supply chain.
• Proven track record of leading teams of 10+ employees, balancing competing priorities, and managing complex enterprise customer relationships.
• The enthusiasm and experience to drive a culture of growth, ownership, continuous improvement, and customer obsession, with the ability to lead by example as a culture-warrior, and no fear in rolling up your sleeves to get in the weeds if needed.
• Strong strategic planning and problem-solving skills with a demonstrated ability to engage with C-suite executives.
• Extensive experience in cultivating customer stakeholder relationships, proactively managing expectations, and driving innovative solutions.

Bonus Points:

• Prior experience in a start-up or fast-paced environment.
• Expertise in Warehouse and Order Management systems.
• Proficiency in customer support software and CRM systems.
• Strong analytical skills for data-driven decision-making and process improvements.

#LI-Remote

Last updated on Aug 23, 2024