Director of Customer Experience – Americas

Tomra • Charlotte, NC

4d

About The Position

About the role You lead the customer experience strategy for the Americas region, with a clear focus on customer satisfaction, strong relationships, and reliable execution. You ensure that customer-facing operations run smoothly, projects are delivered professionally, and service quality continuously improves. As a leader, you act as a role model for TOMRA’s values and set the standard for customer-centric leadership.

Requirements

• Strong customer focus with a proven ability to build long-term, trust-based relationships
• Hands-on, collaborative leadership style that empowers and develops teams
• Ability to create clarity, set priorities, and drive disciplined execution in complex environments
• High level of self-leadership, ownership, and continuous improvement mindset
• Experience working in global, cross-cultural environments
• Degree in a relevant technical field
• Solid technical understanding, including reading mechanical drawings and wiring diagrams
• Strong execution, adaptability, and leadership through influence and example

Nice To Haves

• experience in an industrial or recycling environment is a plus

Responsibilities

• Lead and develop CPM, Technical Support, and Field Service teams, ensuring safe operations and high service levels
• Drive customer-focused project execution in metal and waste recycling across technical, commercial, and organizational dimensions
• Review sales inputs and contracts, manage internal projects, and ensure strong cross-functional coordination
• Act as the main escalation point for complex customer issues and ensure sustainable resolutions
• Monitor customer feedback and service KPIs to drive continuous improvement
• Work closely with Sales, Marketing, and Product to strengthen customer engagement and retention
• Develop team capabilities through targeted training and hands-on leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Director