Senior Director, Customer Experience & Engagement

Heartland Coca-Cola Bottling Company, LLC; Charlotte (NC); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

401(k) match

Health coverage

Employee stock purchase plan

Job summary

Heartland Coca-Cola Bottling Company, LLC in Charlotte, NC seeks a Sr. Director, Customer Experience to lead the Customer Connection Hub across four lines of business, driving service, digital engagement, loyalty, and self-service growth.

You will align senior leaders across Sales, Operations, Finance, and Technology to deliver growth and exceptional customer outcomes. This role oversees Equipment Service, Customer Service, Customer Excellence, and Customer Experience, guiding team development,

Qualifications

• Three or more years leading a team, including mentoring managers and directors.
• Ten or more years progressive leadership experience in customer experience, customer operations, field operations, contact center, digital commerce, or related areas in consumer goods or direct service environments.
• Experience with MS Office 365, including Word, Excel, and PowerPoint.

Responsibilities

• Own enterprise Customer Experience and Service Operations performance, establishing strategies and priorities to drive revenue growth, profitability, retention, and service commitments.
• Lead workforce planning across functions, directing operating plans, organizational design, resource allocation, and talent strategy.
• Drive customer service and equipment service excellence, optimizing delivery, field execution, and issue resolution.
• Champion customer excellence and continuous improvement using analytics and cross-functional collaboration.
• Lead enterprise customer experience, digital commerce, and loyalty strategy to advance self-service and engagement.

Skills

DSD experience

Cross-functional leadership

Analytical & problem solving

Budget management

Communication skills

MS Office 365

Education

Bachelor's degree in Business, Finance, Accounting, Marketing, Business Management, Communications, Operations, or Human Resources

Tools

MS Office 365

Job description

Heartland Coca-Cola Bottling Company, LLC in Charlotte, NC seeks a Sr. Director, Customer Experience to lead the Customer Connection Hub across four lines of business, driving service, digital engagement, loyalty, and self-service growth.

You will align senior leaders across Sales, Operations, Finance, and Technology to deliver growth and exceptional customer outcomes. This role oversees Equipment Service, Customer Service, Customer Excellence, and Customer Experience, guiding team development,