Director of Customer Experience

Vaco Recruiter Services; Vernon (CA); On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Competitive compensation

Bonus opportunity

Comprehensive benefits

Covered parking

Job summary

Los Angeles, CA is seeking a Director of Customer Experience to build and lead an enterprise-wide CX function overseeing Customer Service, Sales Support, and Marketing. This is a strategic, hands-on role focused on driving retention, revenue growth, and organizational alignment without acting as a traditional call-center leadership position.

The ideal candidate will build the strategy from the ground up, implement meaningful KPIs, and leverage data, CRM, ERP, and AI initiatives to deliver

Qualifications

• 8+ years leadership in CX, CS, or related function.
• Proven success transforming customer-facing organizations, processes, or strategies.
• Strong use of customer data, KPIs, and analytics to drive outcomes.

Responsibilities

• Build and lead a comprehensive Customer Experience organization across service, sales support and marketing.
• Drive retention and revenue growth by leveraging insights and cross-sell opportunities.
• Develop KPI-driven decision making with dashboards on retention, churn, CSAT, NPS, service levels, and growth.
• Champion technology, automation and AI initiatives to improve CX and efficiency.
• Lead cross-functional transformation with Sales, Operations, IT, Finance, and executives.

Skills

Leadership

Customer Experience

Data analytics

Cross-functional

Tools

CRM systems

ERP systems

Digital ordering

Job description

Director of Customer Experience

Los Angeles, CA | Onsite

Our client, a rapidly growing private equity-backed foodservice and produce distributor is seeking a strategic and transformational Director of Customer Experience to build and lead an enterprise-wide customer experience function. This newly created leadership role will oversee Customer Service, Sales Support, and Marketing while driving customer retention, revenue growth, technology adoption, and organizational alignment across the business.

This is not a traditional Customer Service leadership role. We are NOT looking for Call Center Directors or Managers.

The ideal candidate is a builder who can create strategy from the ground up, establish meaningful KPIs, leverage data and technology, and turn customer insights into measurable business outcomes.

Key Responsibilities

• Build and lead a comprehensive Customer Experience organization, developing the strategy, operating model, processes, and performance standards across Customer Service, Sales Support, and Marketing.
• Drive customer retention and revenue growth by leveraging customer insights, identifying cross-sell and upsell opportunities, increasing share of wallet, recovering at-risk accounts, and partnering closely with Sales to maximize customer lifetime value.
• Develop and implement KPI-driven decision making, establishing metrics and dashboards related to customer retention, churn, CSAT, NPS, service levels, account growth, and operational performance to drive continuous improvement.
• Champion technology, automation, and AI initiatives by evaluating and implementing CRM, ERP, digital ordering, reporting, and workflow solutions that improve the customer experience and increase operational efficiency.
• Lead cross-functional transformation efforts, partnering with Sales, Operations, Finance, IT, Supply Chain, and executive leadership to align teams around a unified customer strategy while mentoring and developing high-performing customer-facing talent.

Qualifications

• 8+ years of leadership experience in Customer Experience, Customer Success, Customer Operations, Sales Operations, or a related function.
• Demonstrated success building, transforming, or significantly improving customer-facing organizations, processes, or strategies.
• Strong experience using customer data, KPIs, and analytics to influence business decisions and drive measurable results.
• Proven ability to connect customer experience initiatives to revenue growth, retention, profitability, and customer engagement.
• Experience partnering across multiple departments and leading change in fast-paced, growth-oriented organizations.

Ideal Candidate

The successful candidate is a strategic yet hands-on leader who thrives in ambiguity, enjoys building from scratch, and can effectively balance customer satisfaction with commercial outcomes. Experience in distribution, foodservice, wholesale, manufacturing, hospitality, or other relationship-driven B2B industries is highly preferred.

Why Join?

• Newly created executive-level leadership role with significant visibility
• Opportunity to build and shape the Customer Experience function from the ground up
• Direct impact on customer retention, revenue growth, and company strategy
• Growing, PE-backed organization with continued expansion plans
• Competitive compensation, bonus opportunity, comprehensive benefits, and covered parking

Fully onsite

$165-200,000

No relocation offered