Director of Customer Experience

4 days ago

Exton, Pennsylvania, United States Main Line Search Full time

About Us

A leading landscaping and pest control company serving residential and commercial clients throughout the Mid-Atlantic is looking to add a Director of Customer Experience to their team. The mission of the company is to create beautiful, healthy outdoor spaces while delivering reliable, professional service that exceeds customer expectations. They take pride in their craftsmanship, responsiveness, and long-term relationships with customers and the community.

Position Overview

The
Director of Customer Experience (CX)
will lead all aspects of the customer journey, from first contact through long-term service and retention. This role is responsible for building a best-in-class experience that drives satisfaction, loyalty, and referrals. The ideal candidate is a strategic thinker who thrives in a service-based, customer-first culture and can translate data, feedback, and insights into action.

Key Responsibilities

Customer Experience Leadership

  • Develop and implement a comprehensive
    customer experience strategy
    aligned with business goals and brand values.
  • Define the ideal customer journey for landscaping, lawn care, and pest control clients, ensuring every interaction is seamless, professional, and empathetic.
  • Build and lead a
    Customer Experience team
    , including customer service, dispatch, and client success functions.

Customer Insights & Continuous Improvement

  • Launch and manage a
    Voice of the Customer (VoC)
    program to gather insights from customer surveys, reviews, and direct feedback.
  • Analyze data to identify trends, root causes, and opportunities for improvement.
  • Partner with operations, field service, and sales teams to implement improvements that reduce friction and enhance the customer journey.

Operational Excellence

  • Oversee the design and execution of
    customer service standards
    , scripts, and processes.
  • Work closely with field teams to ensure service delivery meets quality and timeliness expectations.
  • Collaborate with IT and marketing to optimize CRM systems, online portals, and digital communication channels.

Team Development & Culture

  • Coach and mentor customer-facing staff to embody a
    customer-first mindset
    .
  • Develop training programs for field and office employees focused on communication, empathy, and service excellence.
  • Foster a culture of accountability, teamwork, and continuous improvement.

Performance Measurement

  • Define and monitor key CX metrics, including
    NPS
    ,
    CSAT
    ,
    churn
    ,
    response times
    , and
    first contact resolution
    .
  • Provide regular reporting and recommendations to the leadership team.
  • Translate customer data into actionable insights that inform business strategy.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or related field (Master's preferred).
  • 7+ years of experience in customer experience, customer service, or operations leadership, ideally within a service industry (home services, landscaping, pest control, HVAC, etc.).
  • Proven success in designing and implementing customer experience strategies that improve satisfaction and retention.
  • Strong leadership, analytical, and communication skills.
  • Familiarity with CRM platforms and service management software (e.g., ServiceTitan, Salesforce, HubSpot).
  • Ability to balance hands-on operational work with strategic planning.

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