Vice President of Customer Experience MB

Vice President Of Customer Experience

Our client is hiring a Vice President of Customer Experience to lead customer service, account support, issue resolution, and customer retention across a building equipment and industrial services environment. This role will focus on improving the customer journey from first contact through service delivery, equipment support, and long-term relationship management.

The ideal candidate understands customer-facing operations in equipment, rental, distribution, service, or industrial environments. This person should be able to lead teams, improve service standards, and help the business deliver a consistent, professional customer experience.

• Lead customer experience strategy across service, account support, issue resolution, and communication processes.
• Improve customer satisfaction, response times, service consistency, and retention.
• Work closely with sales, service, warehouse, and administration teams to resolve customer issues.
• Develop customer service standards, escalation processes, and performance metrics.
• Support large account relationships and help resolve complex customer concerns.
• Coach and develop customer-facing employees and department leaders.
• Use customer feedback, reporting, and performance data to identify improvement opportunities.