Head of Account Management & Customer Experience

ADP, Inc.; Waukesha (WI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Vision, and Dental insurance

401(k) + 401(k) matching

Employee assistance program

Health savings account

Paid time off + Holidays

Company Paid Life insurance

Referral Program

Company Events

Job summary

KDV Label seeks a Director of Account Management to lead and scale the Account Management function across multiple locations. You will align Sales, Operations, Scheduling, and other departments to deliver world-class customer experiences and profitable growth.

The role emphasizes process optimization, technology, data, and organizational development, with responsibility for senior escalation and strategic customer programs.

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, or related field preferred.
• Minimum of eight years of customer experience, account management, operations, or related leadership experience required.
• Manufacturing experience required; print and packaging industry experience strongly preferred.

Responsibilities

• Lead and develop the Account Management team across locations with clear roles, expectations, and performance objectives.
• Establish operating model, processes, and standards for Account Management at all locations.
• Develop scalable workflows, SOPs, and tools to improve efficiency and customer experience.
• Champion ERP, CRM, automation, and data usage within Account Management.
• Identify recurring friction points and lead cross-functional efforts to address root causes.

Skills

Leadership

Change management

Process improvement

ERP/CRM systems

Data-driven decision making

Cross-functional collaboration

Communication

Manufacturing operations

Education

Bachelor’s degree in Business/Operations

Tools

ERP systems

CRM systems

Job description

KDV Label seeks a Director of Account Management to lead and scale the Account Management function across multiple locations. You will align Sales, Operations, Scheduling, and other departments to deliver world-class customer experiences and profitable growth.

The role emphasizes process optimization, technology, data, and organizational development, with responsibility for senior escalation and strategic customer programs.