Senior Director of Customer Experience & Service

Coca-Cola Bottling Co. Consolidated; Charlotte (NC); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Career Growth

Competitive Benefits

Professional Development

Mentorship

Job summary

Coca-Cola Bottling Co. Consolidated seeks a Sr. Director of Customer Experience to lead the Customer Connection Hub across four lines of business. You will oversee service, digital engagement, and customer excellence, driving revenue growth, profitability, and satisfaction while managing headcount and expenses.

You will partner with cross-functional leaders to advance automation, digital adoption, and process improvements that enhance field effectiveness and customer outcomes.

Qualifications

• Bachelor degree in a relevant field.
• 10+ years of progressive leadership in CX, operations, or related areas.
• 3+ years leading manager/director-level teams.

Responsibilities

• Own enterprise CX and service operations performance with revenue growth focus.
• Lead workforce planning, organizational design, and investments for scalability.
• Drive service excellence across customer and equipment service areas.
• Champion continuous improvement using analytics and RCA.
• Lead digital commerce, loyalty, and self-service strategies.
• Align execution across Sales, Operations, Finance, Technology, and Services.

Skills

DSD experience

Cross-functional influence

Data analysis

Budget management

Communication skills

MS Office 365

Education

Bachelor's degree in Business/Finance/Marketing

Job description

Coca-Cola Bottling Co. Consolidated seeks a Sr. Director of Customer Experience to lead the Customer Connection Hub across four lines of business. You will oversee service, digital engagement, and customer excellence, driving revenue growth, profitability, and satisfaction while managing headcount and expenses.

You will partner with cross-functional leaders to advance automation, digital adoption, and process improvements that enhance field effectiveness and customer outcomes.