Director of Customer Excellence & Sales Process Innovation

Newage-Industries; Upper Southampton Township (PA); On-site; USD 140,000 - 190,000; Full time

Job summary

Newage-Industries seeks a Director, Customer Excellence to design, optimize, and scale the Commercial System under the NewAge Way, driving improved customer experience and NPS through sales-process governance, CRM usage, reporting, and field enablement. This onsite role is based in Southampton, PA, with in-person attendance required for approximately the first year, after which hybrid work may be possible.

You will partner with Product, Finance, and Organization Excellence to ensure gross-margin

Qualifications

• 8+ years in Sales Operations or Commercial Operations within pharma or life sciences.
• Proven track record designing and improving sales processes in a regulated environment.
• Strong knowledge of CRM platforms (HubSpot, Salesforce) and field productivity tools.
• Experience developing SOPs, governance frameworks, and operational documentation.
• Strong analytical skills and familiarity with pharma data (IQVIA, claims data).
• Ability to lead cross-functional initiatives and manage complex workflow projects.
• Full-time, onsite, based at Southampton, PA facility.

Responsibilities

• Design, govern, and optimize end-to-end sales processes and field workflows.
• Drive adoption of best-practice methodologies across call activity, targeting, and account planning.
• Oversee CRM configuration, integrations, and user experience enhancements to reduce friction.
• Develop dashboards and reporting aligned with enterprise KPI definitions and governance.

Skills

Sales Operations

CRM platforms

Process improvement

Leadership

Education

MBA or advanced degree

Tools

HubSpot

Salesforce

Job description

Newage-Industries seeks a Director, Customer Excellence to design, optimize, and scale the Commercial System under the NewAge Way, driving improved customer experience and NPS through sales-process governance, CRM usage, reporting, and field enablement. This onsite role is based in Southampton, PA, with in-person attendance required for approximately the first year, after which hybrid work may be possible.

You will partner with Product, Finance, and Organization Excellence to ensure gross-margin