Job description
The Director, Customer Experience (CX) is responsible for executing Printpack’s commitment to providing an exceptional Customer Experience; creating a disciplined, customer-centric culture that delivers significant benefits to our customers and associates, while differentiating us in the marketplace. The focus of this role is to improve the Customer Experience across every interaction and through every stage of the customer journey. This leader will set strategic direction, lead cross-functional efforts to drive improvements, and serve as a staunch customer advocate.
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KEY PRIORITIES
Elevate our Customer Relationships by improving Foundational Deliverables
- Develop, monitor, and provide foundational deliverables dashboard to the organization
- Develop new customer feedback system to incorporate all incidents from customers’ perspective
- Coordinate across other four objectives to ensure we use metrics from customer’s perspective
- Help develop internal customer scorecard
- Develop presentation highlighting our value proposition to our top customers
Expand CX Culture
- Recognize and celebrate teams/individuals doing great CX
- Develop messaging to individual contributors that demonstrates their impact on CX (hourly focus, Greyhound bus awards?)
- Revise / Develop (with HR, MNFG input) rewards/recognitions/incentive programs
- (Working with HR) empower/align top talent on top opportunities
Develop a Superior Understanding of our Customers by Defining and Implementing a VoC Platform
- Launch “always on” system – Qualtrics survey tool – take pulse at various places on customer journey, i.e., onboarding, quality, customer service interaction, field service, IT, finance
- Measure Customer Effort Score (CES), Value Enhancement (VES), and Net Promotor (NPS) to create visibility and drive action
- Evaluate potential Customer Advisory Board
TRAITS / SKILLS
- Ability to articulate vision for future, and make case for change where appropriate
- Navigates internal negotiations and is a consensus builder across disciplines
- Understands internal process across functions at each stage of the customer journey
- Comfortable overcommitting and exceeding expectations
- Familiar connecting both articulated and unstated customer needs into products, services, and insights
QUALIFICATIONS
- Bachelor’s degree required, with a minimum of 10 years relevant experience
- Served in multiple disciplines within Printpack
- Direct responsibility for successful customer relationships
- Record of recruiting and developing talent
- Cross functional leadership roles
Printpack is proudly an equal opportunity employer. We are committed to creating an inclusive environment. Embracing diversity not only enhances our work culture – it is vital to our success. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, gender identity, sexual orientation, marital/parental status, genetic information, age, national origin, ancestry, ethnicity, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law.
EEO
EEO (Spanish)
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EEO Supplement
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EEO Supplement (Spanish)
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E-Verify
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USERRA Rights
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FMLA
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FMLA (Spanish)
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Pay Transparency
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Polygraph Protection
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Right to Work
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Right to Work (Spanish)
Printpack is committed to help individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search, please contact us by sending an email to
CorpRecruiting@Printpack.com
. Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.
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