Director of Customer Experience & Growth

M & M Industries, Inc.; Chattanooga (TN); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid vacation/PTO and DTO

401(k) with company match

Job summary

M&M Industries, Inc. in Chattanooga, TN, seeks a Customer Service Director to oversee and elevate our customer service functions.

This leadership role focuses on optimizing the customer experience, streamlining communications, and driving strategic initiatives across the organization. You will lead a team of customer service and marketing professionals, build key relationships with customers and partners, and implement service strategies aligned with our business goals.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Minimum eight (8) years of customer service management experience, preferably in manufacturing.
• Experience in plastics manufacturing or related field preferred.

Responsibilities

• Lead, mentor, and motivate a team of customer service and marketing professionals.
• Build and maintain relationships with key customers and strategic partners.
• Develop and implement comprehensive customer service strategies aligned with company goals.
• Provide strategic direction to the customer service team and foster a customer-centric culture.
• Act as primary contact for escalated customer issues and drive solutions.
• Streamline and improve customer service processes for efficiency.
• Collaborate with other departments to ensure integrated customer experience.
• Establish KPIs and metrics to measure customer service success.
• Regularly analyze data to identify trends and areas for improvement.
• Drive continuous improvement initiatives in customer service.
• Capture customer insights and feed them into operational improvements.

Skills

Leadership & team mentorship

Strategic planning

CRM software

Communication skills

Data analysis

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

M&M Industries, Inc. in Chattanooga, TN, seeks a Customer Service Director to oversee and elevate our customer service functions.

This leadership role focuses on optimizing the customer experience, streamlining communications, and driving strategic initiatives across the organization. You will lead a team of customer service and marketing professionals, build key relationships with customers and partners, and implement service strategies aligned with our business goals.