Customer Experience Leader: Strategic CX & Growth

Charter Casting; Woodstock (IL); Sur place; USD 112 000 - 139 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) with matching

Paid time off (PTO)

Life insurance

Disability coverage

Résumé du poste

Charter Casting seeks a strategic Customer Experience Manager to shape and execute the CX strategy across Shawano and Woodstock operations. You will lead the customer service team, drive process improvements, and collaborate with sales, engineering, and logistics to deliver a seamless customer journey.

The role emphasizes data-driven decision making, CX measurement, and the creation of a multi-year CX roadmap. Travel 10–15% is expected as you align functions for consistent customer outcomes.

Qualifications

• Bachelor's degree in Business or related field.
• 7+ years in customer-facing roles (sales, marketing/product management, CX or customer service).
• Strong interpersonal skills and ability to learn other areas of the business.
• Strong analytical and presentation skills.
• Excellent written and verbal communication.
• Proficient with Microsoft Office products.
• Experience with, or ability to learn, Oracle (CPQ, EBS, BI).
• Willingness to travel 10–15%.

Responsabilités

• Develop and implement the organization's CX strategy and program.
• Create a multi-year CX roadmap with quarterly updates.
• Identify, implement CX measurement systems and provide improvements.
• Leverage automation to speed responsiveness and transactions.
• Analyze voice of customer data to boost satisfaction and loyalty.
• Manage a team of customer service professionals.
• Create and monitor customer performance indicators (CPIs).
• Promote exceptional customer service across the organization.
• Drive efficiency by removing waste and reducing friction.
• Lead CX training programs and white-glove service for key customers.
• Develop and manage an e-commerce site and CRM.
• Support pricing, margins, expediting, complaints/returns, specs/scheduling.
• Communicate raw material surcharge programs.

Connaissances

Customer facing experience

Analytical skills

Presentation skills

Communication skills

Microsoft Office

Oracle CPQ/EBS/BI

Team leadership

Willingness to travel

Formation

Bachelor's degree in Business or related field

Outils

Oracle CPQ/EBS/BI

Microsoft Office

Description du poste

Charter Casting seeks a strategic Customer Experience Manager to shape and execute the CX strategy across Shawano and Woodstock operations. You will lead the customer service team, drive process improvements, and collaborate with sales, engineering, and logistics to deliver a seamless customer journey.

The role emphasizes data-driven decision making, CX measurement, and the creation of a multi-year CX roadmap. Travel 10–15% is expected as you align functions for consistent customer outcomes.