Vice President Client Experience - MCR Safety Group

Bunzl Career•Collierville, TN

About The Position

The Vice President, Client Experience is a senior commercial leader responsible for shaping and delivering an exceptional end-to-end client experience across MCR Safety Group. Reporting to the Senior Vice President of Sales & Marketing, North America, this role brings together client services, sales operations, and commercial operations into a coordinated organization focused on making the company easier to do business with and enabling profitable, sustainable growth. The leader translates commercial strategy into scalable processes, clear accountability, actionable insights, and consistent service standards across brands, business lines, and sales channels. Serving as a key connection point between clients, sales, operations, supply chain, finance, IT, and other functions, the Vice President removes barriers, simplifies the client journey, and builds capabilities that strengthen client loyalty and commercial performance. The role provides strategic leadership across Client Services, Sales Operations, and Commercial Operations, and combines a client-first mindset with commercial acumen and operational discipline. The position leads Client Services, Sales Administration, Sales Operations, and Commercial Operations. It oversees client experience strategy, service delivery, sales analytics and systems, commercial governance, client escalations, process improvement, technology adoption, growth enablement, and organizational change. The posting states salary plus bonus plan eligibility.

Requirements

Bachelor’s degree in business administration, operations, supply chain, marketing, or a related discipline; equivalent experience may be considered.
10+ years of progressive leadership experience spanning client/customer experience, customer service, sales operations, commercial operations, or related B2B functions.
Significant experience leading multiple functions and developing high-performing teams within a complex organization.
Demonstrated success integrating or transforming teams, processes, and systems while maintaining strong service delivery.
Proven ability to improve client experience, operational performance, commercial processes, and cross-functional execution.
Strong financial and commercial acumen, including knowledge of pricing, contracts, rebates, incentives, commissions, and commercial performance metrics.
Experience with ERP, CRM, business intelligence, EDI, and workflow technologies.
Strong analytical and problem-solving skills, including the ability to translate data into business decisions and measurable action.
Excellent executive communication, presentation, negotiation, and influencing skills.
Ability to lead effectively across functions and organizational levels without relying solely on direct authority.
Experience leading large-scale change, standardization, process improvement, and technology adoption.

Nice To Haves

Experience with SAP, Microsoft Dynamics, Power BI, and Esker.
Experience within industrial distribution, manufacturing, PPE/safety products, strategic accounts, or a complex order-to-cash environment.

Responsibilities

Define and execute the enterprise client experience strategy, operating model, service standards, and annual priorities.
Set consistent expectations for responsiveness, accuracy, quality, and ease of doing business across client touchpoints.
Champion a client-first culture while balancing service excellence, operational efficiency, and profitable growth.
Identify recurring client pain points and lead cross-functional initiatives to address root causes and improve the experience.
Lead Client Services, Sales Administration, Sales Operations, and Commercial Operations, establishing organizational structure, roles, decision rights, service expectations, performance measures, and succession plans.
Optimize the client journey across account setup, quoting, pricing, order processing, EDI/Esker transactions, order status, backorders, returns, credits, claims, and escalations.
Develop scalable processes, training, and service standards across businesses and channels.
Strengthen commercial reporting and analytics for revenue, pipeline, account assignments, pricing, commissions, rebates, client segmentation, and related performance measures.
Establish CRM discipline, data governance, reporting standards, and dashboard capabilities; turn data into actionable insights with commercial leadership.
Improve the quality, accessibility, and consistency of information used by sales and commercial leaders.
Provide governance for contracts, pricing, buying groups, rebates, incentives, commissions, commercial policies, account setup standards, and exceptions.
Establish decision rights and approval processes that balance speed with appropriate commercial controls, and ensure commercial programs align with growth, profitability, and organizational objectives.
Provide executive leadership for strategic client concerns and high-impact service issues; coordinate cross-functional partners to resolve them promptly.
Establish root-cause and corrective-action disciplines to prevent recurring service failures and strengthen client confidence.
Sponsor continuous improvement across SAP, Microsoft Dynamics, Power BI, EDI, Esker, client portals, and workflow technologies; simplify, standardize, and automate processes.
Champion adoption of technology and scalable processes that improve productivity, visibility, data integrity, and client experience.
Translate the needs of field sales teams, strategic accounts, and commercial leadership into responsive support models, tools, and processes.
Align service and commercial support resources with strategic account tiers, growth priorities, and business needs.
Partner with Sales and Marketing leadership to enable profitable organic growth and strengthen client retention.
Support strategic transformation by harmonizing teams, systems, policies, processes, and client touchpoints while maintaining service continuity and client confidence.
Develop leaders and the leadership pipeline through coaching, talent development, succession planning, and organizational design.
Build a culture of accountability, collaboration, continuous improvement, and measurable results.