CX Strategy Leader

Charter Dura-Bar, Inc.; Woodstock (IL); Hybrid; USD 112,000 - 139,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401(k) with company match and profit分享

Life insurance

Disability insurance

PTO

Job summary

Charter Casting is seeking a strategic, forward-thinking Customer Experience Manager to shape and execute our CX strategy, transforming how we engage with and serve our customers. In this role, you’ll lead our Customer Service team, champion innovation, and collaborate across the organization to create a seamless, customer-focused experience at every touchpoint.

Through continuous improvement, cross-functional collaboration, and a commitment to service excellence, you'll play a key role in

Qualifications

• Bachelor’s degree in Business or related field required.
• Seven years in customer-facing roles (sales, marketing/product management, customer service, or CX).
• Strong interpersonal, analytical, and communication skills.
• Experience with Oracle CPQ, EBS, BI is preferred or able to learn.
• Willingness to travel 10–15%.

Responsibilities

• Develop and implement the organization’s CX strategy, improving the customer experience through the implementation of a CX improvement program.
• Create a multi-year CX roadmap, updating specific focus quarterly.
• Identify and execute CX measurement systems and provides improvement recommendations based on voice of customer, data, and analysis.
• Leverage process automation and information tools to accelerate customer responsiveness and transaction times.
• Research, understand, and synthesize the voice of customers to increase customer satisfaction and loyalty.
• Manage a team of customer service professionals, adapting plans, and priorities to meet objectives.
• Create, measure, and improve customer performance indicators (CPIs).
• Promote exceptional customer service throughout the entire organization to meet company objectives.
• Drive a highly effective and efficient organization through the removal of waste, eliminating customer friction and driving customer advocacy.
• Evaluate opportunities for improvement; design and implement customer service training programs.
• Identify, lead, and execute white glove service for key customers.
• Help to develop, implement, and manage an e-commerce site.
• Participate in the development and management of a CRM.
• Perform tasks and analysis for the customer (external) and the customer service team (internal) using Oracle (CPQ, EBS, BI) and other technology.
• Support staff with pricing, margins, expediting, complaints/returns, specs. and scheduling.
• Manage communication of the raw material surcharge program.
• Plan and direct customer communication activities.
• Standardize and unite customer service processes and procedures at all company locations.

Skills

Interpersonal skills

Analytical skills

Presentation skills

Written communication

Microsoft Office

Oracle CPQ EBS BI

Willingness to travel

Education

Bachelor’s Degree in Business or related degree

Tools

Oracle

Job description

Charter Casting is seeking a strategic, forward-thinking Customer Experience Manager to shape and execute our CX strategy, transforming how we engage with and serve our customers. In this role, you’ll lead our Customer Service team, champion innovation, and collaborate across the organization to create a seamless, customer-focused experience at every touchpoint.

Through continuous improvement, cross-functional collaboration, and a commitment to service excellence, you'll play a key role in