Senior Director, Customer Experience & Growth

Coca-Cola Consolidated; Charlotte (NC); On-site; USD 180,000 - 230,000; Full time

Job summary

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

You will drive service quality, digital adoption, and customer outcomes while managing resources, headcount, and expenses. You will partner with Technology, CONA, and analytics teams to remove barriers, improve processes, and foster a culture of accountability, development, and

Qualifications

• Bachelor degree in business, finance, marketing, or related field.
• Ten+ years of progressive leadership in customer experience or operations.
• Three+ years leading managers and directors.

Responsibilities

• Oversee Customer Experience and Service Operations performance with revenue growth focus.
• Lead workforce planning, budgeting, and organizational design for scalability.
• Drive service excellence, field execution, and issue resolution with cross-functional partners.
• Champion continuous improvement using analytics and process optimization.
• Lead digital commerce, loyalty, and self-service strategies to strengthen customer relationships.
• Develop and mentor leaders, ensuring succession planning and accountability.

Skills

Customer experience leadership

Budget management

Cross-functional leadership

Data analytics

Education

Bachelor degree in business or related field

Tools

MS Office 365

Job description

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

You will drive service quality, digital adoption, and customer outcomes while managing resources, headcount, and expenses. You will partner with Technology, CONA, and analytics teams to remove barriers, improve processes, and foster a culture of accountability, development, and