1 day ago Be among the first 25 applicantsInternational Search Consultants provided pay range This range is provided by International Search Consultants.
Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range $120,000.00/yr - $140,000.00/yrAdditional compensation types Annual BonusDirect message the job poster from International Search ConsultantsWBE Certified Bi-lingual Executive Recruiter placing top talent within Hospitality/Solar/Biotech/Sales/Financial & Disruptive Services Director of Customer Engagement- North AmericaISC's team of Executive Recruiters has been retained by a leading manufacturing company on a Director of Customer Engagement opportunity.
Working in partnership with the VP of Finance, this Director is responsible for fostering, promoting and sustaining a customer-first culture.
This role oversees the recruitment, development, and retention of a high-performing Customer Engagement team, aligning with the company's mission, vision and strategic objectives.
The Director of Customer Engagement leads the design and execution of customer engagement and support strategies across the company's full portfolio, encompassing customer lifecycle management, strategic acquisition initiatives, satisfaction/retention programs, and promotion campaign delivery.In this exciting opportunity, the Director of Customer Engagement collaborates closely with Product, Sales, Supply Chaing, Quality, and Services teams to address unmet needs, identify new product opportunities, and elevate the overall customer experience.
The Director of Customer Engagement develops and implements customer-focused strategies that enhance satisfaction and loyalty across all served markets.
Our client seeks a reliable, detail-oriented critical thinker with superior leadership skills, positive/proactive attitude, and empathetic customer support, who can ensure alignment and visibility across the organization.Director of Customer Engagement Responsibilities- Duties for this role include:Champion Customer Engagement excellence by building and retaining a team with strong customer-first mindset aligned with company's core valuesUse analytics and KPIs to dive the innovation and continuously improve customer experienceDevelop and execute dynamic customer engagement strategies that balance empathy, quality, productivity, performance management, and cost efficiency across frontline and tier 2 supportRecruit, train, and retain critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunitiesInspire, coach, and mentor team members to foster collaboration, continuous learning, and high employee engagementPlan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance/behavioral issuesCreate consistent/high-value customer experience by developing scalable methodologies and best practices across the company's portfolio of products/servicesIdentify areas for improvement within the CE function, design targeted initiatives, and lead swift/effective executionServe as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities for improvementBuild strong connections between CE team, product/business verticals, and sales to deliver an optimized customer journeyEnsure timely, accurate, and consistent handling of all customer inquiries, escalations and complaintsPartner with stakeholders to resolve support issues, address negative feedback, and implement improvementsCollaborate cross-functionally to share best practices and refineprocesses, policies and workflows to better customer experienceSet, track, and report on performance goals and metrics on a weekly monthly and annual basisEstablish customer-focused policies and procedures that balance satisfaction with expense managementExpand team support coverage across time zones based on demand and business needsOversee distribution order management, including maintenance of product and pricing master dataLead the CE team in collaborating with distribution accounts to deliver monthly and quarterly performance metricsDirector of Customer Engagement Requirements- To qualify, you should have the following:Bachelor's degree and commitment to continuous learning and professional development7 years of relevant business/customer service experience, including min 5 years in leadershipProven experience leading customer engagement teams, overseeing configured product experience and workflow managementAt least 10 years of B2B experience, specializing in customer lifecycle management and strategic distributor partnershipsStrong background in capital equipment, including customer facility planning for asset utilizationDeep knowledge of FDA regulations/ISO quality system standardsWillingness to travel up to 20%Keen problem-solving ability, with heavy empathy-based customer service and customer-first approachDynamic, decisive, and highly collaborative, with the ability to thrive in cross-functional team environmentsStrong analytical skills, with expertise in data analysis and performance managementSolid business acumen, with experience navigating complex/matrixed organizationsAdaptable to fast-paced/high-growth environments, with a proactive, creative problem-solving, and change-driven mindsetExceptional written/verbal communication skills; confident presenting complex or technical information to small and large audiencesProfessional demeanor/polished presence/excellent composure in all internal and external interactionsFluency in English required; multilingual abilities preferred (German, French or Spanish, a plus)Autonomous and collaborative worker/leader who can address wide range of customer needs/project managementAbility to effectively utilize common business systems such as SAP (ECC, CRM, BI), MS Office (MS Access, Excel, PowerPoint, SharePoint, Visio, and Word), data visualization tools (MS Power BI, Model N)Director of Customer Engagement Rewards- If you qualify, the company offers:High visibility to upper management, with opportunities to expand the role and continue professional developmentOpportunity to make an impact on a well-established and growing manufacturing company with exciting projects in the worksRewarding and collaborative culture, allowing you to be a change agent by implementing greater efficiencies, improving processes and building out controlsCompetitive base salary, annual bonus and full benefit packageHow to Apply:Please contact Jaami Clement directly at,.
Referrals – Do you know someone who may be a fit?
We gladly pay $500 for referrals that result in a hire and keep all referrals confidential unless you ask us to use your name.
We're looking for a strong customer-focused Director to oversee the Customer Experience team.
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Please send all referrals to Jaami at Seniority level Seniority level DirectorEmployment type Employment type Full-timeJob function Job function Customer Service, Quality Assurance, and Product ManagementIndustries ManufacturingReferrals increase your chances of interviewing at International Search Consultants by 2xInferred from the description for this job Medical insuranceVision insurance401(k)Paid maternity leaveGet notified when a new job is posted.Sign in to set job alerts for "Engagement Director" roles.
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