VP, Customer Experience

Winnebago Industries, Inc.; Nappanee (IN); On-site; USD 180,000 - 280,000; Full time

Job summary

Newmar, based in Nappanee, IN, is seeking a Vice President of Customer Experience to lead the strategy and performance of the end-to-end ownership experience. This executive will integrate customer care, dealer support, warranty, parts, and digital tools to build loyalty, grow aftermarket value, and protect the brand.

The VP will set the experience strategy, leverage customer and dealer insights, drive transformation across Newmar and Winnebago Industries, and build a high-performing leadership

Qualifications

• 12+ years of progressive leadership experience across customer experience, service, warranty, parts, aftermarket, digital, or related functions.
• Proven success leading senior leaders, cross-functional teams, and large-scale business transformation.
• Strong business and financial experience, including responsibility for growing service, parts, or aftermarket businesses.
• Experience using technology, digital tools, and data to improve the customer experience.

Responsibilities

• Lead Newmar’s customer experience functions, including customer care, dealer support, warranty, parts, technical content, factory service, owner engagement, and digital tools.
• Set the customer experience strategy and priorities for the full ownership journey.
• Use customer and dealer feedback to improve products, services, and business decisions.
• Grow the aftermarket business through parts, accessories, factory service, and related owner services.
• Strengthen dealer service, technician training, customer education, and owner engagement.
• Lead improvements in customer technology, digital tools, and service processes.
• Resolve significant customer and reputation issues and protect the Newmar brand.
• Build a strong leadership team and partner across Newmar and Winnebago Industries to improve business performance.

Job description

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VP, Customer Experience

Indirect Nappanee, IN, US

Are you looking to join a growing company with a reputable brand? Newmar is seeking a Vice President of Customer Experience to join our team based in Nappanee, IN.The Vice President, Customer Experience is a member of the Newmar Executive Leadership Team and is responsible for the strategy, performance, and continuous improvement of the end-to-end ownership experience. This leader integrates the company’s customer experience functions to build loyalty, grow aftermarket value, and protect the Newmar brand. The role uses customer and dealer insights to set priorities, strengthen operational performance, and lead customer-focused transformation across Newmar and Winnebago Industries.

Day to Day of the Role:

• Lead Newmar’s customer experience functions, including customer care, dealer support, warranty, parts, technical content, factory service, owner engagement, and digital tools.
• Set the customer experience strategy and priorities for the full ownership journey.
• Use customer and dealer feedback to improve products, services, and business decisions.
• Grow the aftermarket business through parts, accessories, factory service, and related owner services.
• Strengthen dealer service, technician training, customer education, and owner engagement.
• Lead improvements in customer technology, digital tools, and service processes.
• Resolve significant customer and reputation issues and protect the Newmar brand.
• Build a strong leadership team and partner across Newmar and Winnebago Industries to improve business performance.

Key Attributes

• Balances premium customer expectations with operating and financial discipline.
• Builds credibility with owners, dealers, associates, and executive leaders.
• Makes clear decisions across functional and organizational boundaries.
• Leads change while maintaining trust and accountability.
• Builds strong leadership teams and develops successors.
• Communicates clearly and credibly in internal and external settings.

Education & Experience

Required

• 12 or more years of progressive leadership experience across customer experience, service, warranty, parts, aftermarket, digital, or related functions.
• Proven success leading senior leaders, cross-functional teams, and large-scale business transformation.
• Strong business and financial experience, including responsibility for growing service, parts, or aftermarket businesses.
• Experience using technology, digital tools, and data to improve the customer experience.

Preferred

• Relevant graduate degree, such as an MBA.
• Experience in manufacturing, durable goods, or a dealer-based industry.