Director, Customer Experience & Transformation

PSS Industrial Group; Houston (TX); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

PPO Medical & Dental Plans

Vision Insurance

401(k) with Company Match

Job summary

PSS Industrial Group is seeking a Director of Customer Experience based in Houston, TX. This role is essential for transforming customer interactions into a structured operational model across the organization. Responsibilities include developing a company-wide customer experience strategy, collaborating with various departments to enhance service delivery, and improving customer retention.

The ideal candidate should have over seven years of leadership experience in industrial distribution, excel in analytics and communication, and be adept at setting and measuring KPIs. The company offers a hybrid working model and comprehensive benefits.

Qualifications

• 7+ years of leadership experience in industrial distribution or related fields.
• Strong understanding of customer-facing workflows and branch operations.
• Experience developing KPIs and performance metrics.

Responsibilities

• Develop and implement customer experience strategy aligned with business goals.
• Partner with branches to improve customer-facing execution and responsiveness.
• Develop performance dashboards to measure customer experience effectiveness.

Skills

Leadership

Analytical skills

Communication

Problem-solving

Collaboration

Education

Bachelor’s degree

Tools

ERP systems

Job description

PSS Industrial Group is seeking a Director of Customer Experience based in Houston, TX. This role is essential for transforming customer interactions into a structured operational model across the organization. Responsibilities include developing a company-wide customer experience strategy, collaborating with various departments to enhance service delivery, and improving customer retention.

The ideal candidate should have over seven years of leadership experience in industrial distribution, excel in analytics and communication, and be adept at setting and measuring KPIs. The company offers a hybrid working model and comprehensive benefits.