Senior Director, Customer Experience & Digital Growth

Coca-Cola Consolidated; Charlotte (NC); On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Career Growth

Competitive Benefits

Purpose-Driven

Professional Development

Job summary

Coca-Cola Consolidated, based in Charlotte, NC, seeks a Sr. Director, Customer Experience to lead the Customer Connection Hub across Equipment Service, Customer Service, Customer Excellence, and Customer Experience.

You will drive service, digital engagement, and customer excellence while managing resources, headcount, and operating expenses to achieve service levels and revenue growth. In partnership with the VP, this role advances automation, digital adoption, and process improvements,

Qualifications

• Bachelor degree in Business, Finance, Accounting, Marketing, Business Management, Communications, Operations, or Human Resources.
• Ten or more years of progressive leadership experience in customer experience, customer operations, field operations, contact center, digital commerce, or commercial strategy with consumer-packaged goods or direct service delivery environments.
• Three or more years leading a team, including demonstrated success developing manager-level and director-level leaders.
• Five or more years of MS Office 365 experience (Word, Excel, PowerPoint).

Responsibilities

• Own enterprise Customer Experience and Service Operations performance, establishing strategies and priorities that drive revenue growth, profitability, customer retention, operational excellence, and achievement of service commitments.
• Lead business and workforce planning across all functions, directing operating plans, organizational design, resource allocation, talent strategy, and investment decisions to ensure scalability and efficiency.
• Drive customer service and equipment service excellence, partnering across operations to optimize service delivery, field execution, responsiveness, reliability, and issue resolution.
• Champion customer excellence and continuous improvement using analytics and root-cause problem solving to remove barriers and improve processes.
• Lead digital commerce and loyalty strategies, advancing self-service capabilities and customer engagement to strengthen growth.
• Collaborate across Sales, Operations, Supply Chain, Finance, Technology, and Equipment Services to drive transformation and results.
• Develop high-performing leaders and teams with a culture of accountability and development.

Job description

Coca-Cola Consolidated, based in Charlotte, NC, seeks a Sr. Director, Customer Experience to lead the Customer Connection Hub across Equipment Service, Customer Service, Customer Excellence, and Customer Experience.

You will drive service, digital engagement, and customer excellence while managing resources, headcount, and operating expenses to achieve service levels and revenue growth. In partnership with the VP, this role advances automation, digital adoption, and process improvements,