Customer Experience Manager

## Customer Experience Manager Apply:
Charter Dura-Bar - Woodstock, IL:
Full time:
Posted Today:
R08204## Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better.  Join the team and become part of our family!
** Charter Casting is hiring a Customer Experience Manager!
** Charter Aarrowcast and Charter Dura-Bar combined in 2021 to form Charter Casting - the world's largest producer of continuous cast-iron bar stock and a leading innovative cast metal solutions provider.
* Charter Casting Shawano (formerly known as Aarrowcast) is North America's premier green sand foundry, offering an unmatched range of complex iron casting solutions to leading OEM and Tier 1 suppliers' customers.
* Charter Casting Woodstock (formerly known as Dura-Bar) is the preferred choice over steel, castings and aluminum for many applications in various industries, providing solutions that improve performance and result in significant long-term cost savings for customers.  Are you passionate about creating exceptional customer experiences and driving meaningful business improvements?  We’re looking for a strategic, forward-thinking leader to shape and execute our
** Customer Experience (CX) strategy**, transforming how we engage with and serve our customers. In this role, you’ll lead our Customer Service team, champion innovation, and collaborate across the organization to create a seamless, customer-focused experience at every touchpoint.  Through continuous improvement, cross-functional collaboration, and a commitment to service excellence, you'll play a key role in strengthening customer relationships, building loyalty, and driving long-term business success.
** What you'll need:
*** Bachelor’s Degree in Business or related degree.
* Seven years’ experience in customer facing roles (sales, marketing/product management, customer service operations or customer experience).
* Solid interpersonal skills and the ability to learn about other general areas of the business.
* Strong analytical & presentation skills.
* Excellent written and verbal communication skills.
* Sound knowledge and use of Microsoft Office products.
* Experience with, or ability to learn, Oracle (CPQ, EBS, BI).
* Willingness to travel (10% - 15%).  
*
* Preferred experience:

*** Experience leading a major customer experience strategy or program.
* Change management knowledge leveraging information systems and tools.
* Experience at a metals manufacturing or distribution company.
* Proficiency with advanced features of Microsoft Office products.  
** What you'll do:
*** Develop and implement the organization’s CX strategy, improving the customer experience through the implementation of a CX improvement program.
* Create a multi-year CX roadmap, updating specific focus quarterly.
* Identify and execute CX measurement systems and provides improvement recommendations based on voice of customer, data, and analysis.
* Leverage process automation and information tools to accelerate customer responsiveness and transaction times.
* Research, understand, and synthesize the voice of customers to increase customer satisfaction and loyalty.
* Manage a team of customer service professionals, adapting plans, and priorities to meet objectives.
* Create, measure, and improve customer performance indicators (CPIs).
* Promote exceptional customer service throughout the entire organization to meet company objectives.
* Drive a highly effective and efficient organization through the removal of waste, eliminating customer friction and driving customer advocacy.
* Evaluate opportunities for improvement; design and implement customer service training programs.
* Identify, lead, and execute “white glove service” for key customers.
* Help to…