Director Customer Experience

Bonnell Aluminum•Newnan, GA

4h•Onsite

About The Position

Are you seeking an opportunity to show how your dedication and experience can be an asset to an organization? Bonnell Aluminum is hiring a Director of Customer Experience to join our team. This candidate must be inspirational with high energy and have a relentless focus on delivering world-class customer experience. Someone who is a highly effective communicator and can support business growth and drive organizational change with a collaborative and solution-based approach. The Director of Customer Experience is responsible for leading the Customer Experience teams that provide support for customers and commercial teams. This leader will direct Customer Experience strategy and execution, focusing on driving operational and customer experience excellence, which supports Bonnell’s differentiated position in the marketplace. They will have a proven ability to deploy technology to simplify customer interactions and help support business growth and scale. This leader must demonstrate a high degree of business acumen, exceptional leadership skills, experience collaborating with commercial and operational teams and demonstrate strong communication skills. Reporting to the Vice President of Sales and Marketing, the successful candidate will have a strong track record of building high-performing teams that are able to successfully navigate dynamic periods of business growth while delivering meaningful business outcomes for customers. This role will be based on-site up to five days a week at our campus in Newnan, Georgia.

Requirements

Minimum 10+ years of experience in commercial roles with a preference for knowledge and/or experience with Customer Service, Customer Success, Sales, Operations, or equivalent.
Demonstrated steady progression of scope of responsibilities with a minimum of 7 years in a management position.
Minimum university education required, plus requisite years of experience. Master / MBA preferred.
Ability to lead leaders, with proven cross-functional collaboration and escalation management techniques.
Demonstrated success in managing complex, cross-functional projects, and initiatives.
Ability to participate and contribute to meetings with Company Executives, and present to large audiences.
Flexible and able to work in a dynamic, fast-paced work environment.
Up to 25% travel required.
Communication (Written and Verbal)
Interpersonal communication
Dependability
Problem-solving
Time management
Confidentiality
Discretion
MS Products
Leadership
Extensive CRM experience (Salesforce preferred)

Nice To Haves

Master / MBA preferred.
Extensive CRM experience (Salesforce preferred)

Responsibilities

Ensure the consistent delivery of a world-class customer experience by removing friction from customer transactions, solving customer problems efficiently and with empathy, and proactively supporting customers in achieving their desired goals.
Identify and scale customer service “best practices” to ensure successful business practices and behaviors are adopted and performed for a consistent customer experience.
Deeply understand customer needs and leverage operational, financial, and customer experience data to inform priority initiatives and monitor team and individual performance.
Build and monitor staffing plans to ensure adequate resources are in place to effectively support daily operations and satisfy customer needs.
Set aggressive targets for business output improvement, establish plans to achieve those objectives, and measure performance to plan.
Lead a high-performing customer service organization that attracts, retains, and develops top talent.
Motivate and inspire customer service team members and cross-functional partners behind a strong vision for the function and grounded in Bonnell’s core beliefs and culture.
Optimize organizational structure, capabilities, and communication to ensure deep functional expertise, clear development pathways, optimal resource use, and seamless connectivity with organizational partners.
Provide intentional mentoring and professional development for people managers that expands their leadership capabilities, accelerates their professional growth, and develops them to points of independence that enables the business to scale.
Lead by example through hands-on coaching of team members, including supervision of activities such as Talent Action Plans, performance evaluations, quarterly performance job dialogues, and regular performance observation to ensure a culture of professional development.
Define the core skills and capabilities required for team member success and work with the Training Manager to establish training programs to develop and measure that skill/capability acquisition.
Deeply understand complex end-to-end Customer Service processes.
Identify, prioritize, and drive opportunities to advance process efficiency to improve customer experience and increase team productivity.
Collaborate with Marketing and Enterprise Technology & Business Transformation to identify and deploy technological applications (e.g., automation, customer self-service, etc.) that allow the business to scale and provide an effortless customer experience.
Lead division-wide roadmap for customer engagement, creating a unified customer experience across all manufacturing sites.
Effectively navigate the complexity of working across diverse organizational stakeholders to develop solutions that can effectively be executed across departments and the customer base.
Develop and maintain productive partnerships with cross-functional stakeholders including Sales, Marketing, Customer Experience, Finance, Logistics, Planning, Procurement and Manufacturing to effectively align projects and resources, drive continuous process improvement, and ensure key business strategies are executed effectively.
Demonstrate strong commercial acumen and the ability to translate commercial strategies into team initiatives, workflows, and messaging.
Create a shared need for strategic change, mobilize commitment to the strategy, and sustain strategic progress through measurable results.