Director, Customer Experience & Events

Direct Supply•Milwaukee, WI

2d•Onsite

About The Position

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Director, Customer Experience & Events position, you’ll lead how customers experience Direct Supply in person, from customer visits and events to industry trade shows and executive engagements. You’ll lead a team of customer experience professionals and shape the strategy, standards and capabilities that evolve an established events function into a scalable customer experience capability that brings our solutions to life, deepens customer relationships and supports business outcomes.

Requirements

10+ years of experience leading sophisticated, technology-forward B2B customer events and experiences.
5+ years of people leadership experience, including developing Partners, building team capabilities and establishing clear accountability for results.
Track record of success developing customer experience and event strategies and leading complex, cross-functional work with senior and executive leaders.
Experience managing budgets and aligning investment priorities and tradeoffs with senior and executive leaders.
Experience using customer, event and business data to inform strategy, investment decisions and continuous improvement.

Nice To Haves

Experience translating complex technology, products or solutions into engaging customer experiences.
Experience applying technology, automation or AI to improve experience planning, personalization, productivity or measurement.

Responsibilities

Lead the strategy for Direct Supply’s customer experience and events portfolio, including customer events, customer and executive visits, trade shows, sponsorships and other in-person customer engagements, aligning experiences to customer needs and business priorities.
Evolve the function from event execution to a broader customer experience capability by establishing consistent standards, processes and ways of working that allow the team to scale.
Lead the strategy and continued evolution of the customer experience at Direct Supply locations, including the Main Campus and Innovation & Technology Center.
Partner with Marketing, Sales, business and executive leaders to align customer experience priorities, plans and investments across Direct Supply.
Develop experiences that connect Direct Supply’s products, technology, solutions and expertise to customers’ business needs.
Lead trade show, sponsorship and external event strategy, including participation, experience and investment priorities.
Own the Customer Experience and Events budget and partner with Vice Presidents to align priorities, make investment decisions and manage spend.
Establish reporting and measures of effectiveness across customer visits, events and trade shows, using customer, engagement and business data to improve planning, follow-up and results.
Identify opportunities to use technology, automation and AI to improve planning, personalization, productivity and measurement.
Lead, coach and develop a team, establishing clear expectations and building the capabilities and accountability needed for consistent execution and greater team capacity.