Customer Experience Director

1 month ago


Nashville, Tennessee, United States Chairmans Foods Full time
Job Summary

Chairmans Foods is seeking a seasoned professional to lead our Customer Logistics team and drive exceptional customer experiences. As the Director of Customer Experience & Logistics, you will be responsible for implementing service strategies that foster a positive and sustainable experience for our customers.

Key Responsibilities
  • Lead the Customer Logistics Team to manage daily inbound and outbound transportation operations across multiple manufacturing locations and warehouse networks.
  • Develop and implement data-driven insights to optimize route planning, service levels, and overall efficiency and effectiveness.
  • Address customer and business partner escalations in a timely and relationship-building manner.
  • Establish customer-centric initiatives and influence positive change within the organization.
  • Provide leadership and operational support to enhance coordination and execution of solutions to support business operations and customers.
  • Collaborate with internal cross-functional teams and external partners to define and align efforts and responsibilities that best support customer experience.
  • Identify customer touchpoints across all departments and influence positive customer interactions.
  • Establish rapport and maintain strong relationships with team, customers, brokers, vendors, and internal stakeholders.
  • Develop and implement strategies to achieve corporate goals focused on improving customer satisfaction.
  • Develop tools and metrics to collect, analyze, and measure customer feedback to identify and mitigate customer pain points.
Requirements
  • Bachelor's degree in business administration, management, communications, or a related field.
  • 10-15 years of applicable management experience in customer service/customer experience.
  • Customer-oriented, adaptable, and results-driven.
  • Excellent communication skills, both verbal and written.
  • Active listener.
  • Proactive, critical thinker.
  • Familiarity with project management principles and practices.
  • Certification in customer experience management, such as Certified Customer Experience Professional (CCXP), a plus.
  • Microsoft Suite proficiency; BI Analytics and reporting a plus.


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