Customer Experience Ambassador

About the position

The Customer Experience Ambassador is responsible for developing and implementing customer care strategies, leading Voice of the Customer (VoC) initiatives, and driving continuous process improvements to enhance customer satisfaction. This role ensures that customer feedback is integrated into business plans, collaborates cross-functionally to resolve pain points, and monitors customer experience scorecards and key metrics to drive improvements. This position is ideal for a strategic thinker, problem solver, and customer advocate who thrives in a fast-paced IT distribution environment and can influence senior leadership and key stakeholders to embed a customer-first approach in the organization.

Responsibilities

• Form partnerships with important and relevant customers, vendors, and 3rd party companies relating to operational opportunities.
• Build and manage a Customer Engagement Plan, initially for our Tier 1 Customers, that identifies immediate operational improvement opportunities, long term satisfaction and accounts for their digital transformation support needs.
• Design and implement customer care strategies that enhance service quality, reduce friction points, and improve the overall customer journey.
• Serve as a dedicated point of contact for key customers, ensuring seamless interactions and a positive experience.
• Act as a liaison between customers and internal teams, facilitating clear communication and timely resolution of issues.
• Collect, analyze, and relay customer feedback to influence business decisions and improve service levels.
• Work closely with the NOVA Digital Transformation Team in bridging the needs between current day support and long term, specifically our Voice of Partner leadership team.
• Support the company's long-term digital transformation project to move to an ERP.
• Lead the VoC program, gathering, analyzing, and reporting on customer insights from surveys, feedback tools, and direct interactions.
• Develop actionable recommendations based on VoC data to enhance customer satisfaction and loyalty.
• Act as the customer advocate, ensuring internal teams align their strategies with customer needs and expectations.
• Partner with product, sales, and operations teams to incorporate customer insights into product development, service enhancements, and process improvements.
• Present VoC findings to senior executives and cross-functional teams, influencing decision-making and customer experience roadmaps.
• Identify pain points in the customer journey and collaborate with teams to streamline processes.
• Proactively address service concerns, working with sales, operations, and logistics to resolve issues efficiently.
• Monitor customer experience metrics (NPS, CSAT, etc.) and suggest improvements based on insights.
• Assess scorecard results, devise and manage an action plan to support gaps and needs.
• Ensure communication is optimal relating to scorecard and progress (internal and external); will be standardized internally and customized by partner.
• Understand D&H internal tools (web, integration, 3rd party, portals, various services) and utilize this knowledge in building out plans and strategies.
• Partner with sales, operations, IT, and logistics to drive customer experience initiatives and align internal efforts with customer needs.
• Work closely with marketing and product teams to ensure customer feedback influences service offerings and product enhancements.
• Advocate for process improvements, policy changes, and system upgrades that enhance the customer journey.
• Lead CX-related projects, ensuring smooth execution and measurable impact.
• Develop, track, and refine the customer experience scorecard, ensuring key metrics accurately reflect customer satisfaction and service performance.
• Monitor and analyze customer experience KPIs (e.g., NPS, CSAT, CES, response times, resolution rates) to measure impact and identify areas for improvement.
• Use data and trends to provide strategic recommendations for enhancing customer interactions, streamlining processes, and improving response times.
• Partner with leadership to ensure metrics align with business goals and customer expectations.
• Where required, develop and deliver training programs, workshops, and resources to promote a customer-first mindset within the organization.
• Educate teams on VoC insights, industry trends, and best practices in customer experience.
• Promote a culture of continuous improvement, encouraging teams to proactively seek feedback and drive innovation, working closely with the Sr Manager, Business Innovations.

Requirements

• 10+ years of wholesale distribution leadership experience, preferably IT distribution and be operationally focused.
• Experience presenting customer insights, CX strategies, and process improvement recommendations to senior executives.
• Understanding of IT processes such as project management, defining system specifications, and application development lifecycle.
• EDI/XML/API functional knowledge.
• Bachelor's Degree or Higher preferred.

Benefits

• Employee Stock Ownership Plan
• 401k
• Paid Time Off
• Medical, Prescription, Dental and Vision benefits
• Gym Reimbursement
• Work from Home Reimbursement
• Employee Purchase Program
• Tuition Assistance