VP, Customer Experience

Winnebago Industries Inc • Nappanee, IN

4d

About The Position

The Vice President of Customer Experience is a member of Newmar’s Executive Leadership Team and is responsible for the strategy, performance, and continuous improvement of the end-to-end ownership experience. The role integrates customer experience functions to build loyalty, grow aftermarket value, and protect the Newmar brand. It uses customer and dealer insights to set priorities, strengthen operational performance, and lead customer-focused transformation across Newmar and Winnebago Industries.

The position leads customer care, dealer support, warranty, parts, technical content, factory service, owner engagement, and digital tools. It sets priorities across the ownership journey, improves products and services using feedback, grows aftermarket business, strengthens dealer service and customer education, and leads improvements in customer technology and service processes. The role also resolves significant customer and reputation issues, builds a strong leadership team, and partners across the organizations to improve business performance.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• 12 or more years of progressive leadership experience across customer experience, service, warranty, parts, aftermarket, digital, or related functions.
• Proven success leading senior leaders, cross-functional teams, and large-scale business transformation.
• Strong business and financial experience, including responsibility for growing service, parts, or aftermarket businesses.
• Experience using technology, digital tools, and data to improve the customer experience.

Nice To Haves

• Relevant graduate degree, such as an MBA.
• Experience in manufacturing, durable goods, or a dealer-based industry.

Responsibilities

• Lead Newmar’s customer experience functions, including customer care, dealer support, warranty, parts, technical content, factory service, owner engagement, and digital tools.
• Set the customer experience strategy and priorities for the full ownership journey.
• Use customer and dealer feedback to improve products, services, and business decisions.
• Grow the aftermarket business through parts, accessories, factory service, and related owner services.
• Strengthen dealer service, technician training, customer education, and owner engagement.
• Lead improvements in customer technology, digital tools, and service processes.
• Resolve significant customer and reputation issues and protect the Newmar brand.
• Build a strong leadership team and partner across Newmar and Winnebago Industries to improve business performance.

What This Job Offers

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