Director of Account Management

ABOUT THE COMPANY

Moove NA is a pioneer and national leader in lubricant distribution, delivering high-performance solutions across industrial, commercial, and passenger vehicle markets. With a comprehensive portfolio that includes premium brands like Exxon Mobil and proprietary lines such as Medallion-Plus, Dyna Plex
21C, and Eco-Ultra, Moove NA is committed to quality, reliability, and innovation.

As a proud subsidiary of the Cosan/Moove Group, Moove NA is at the forefront of transforming the lubrication delivery industry. Backed by a global network of over 55,000 employees, we support businesses driving energy transition, streamline operations through integrated logistics, and pioneer new opportunities in sustainable innovation. Together, we move industries forward—toward a smarter, cleaner, and more sustainable future.

Our corporate culture is derived from our Moove Attitudes:

We're in This Together;
Open Mind;
Real Talk;
Always Safe;
Think Big, Act Simply

The Director of Customer Experience is responsible for defining and executing the company’s end-to-end customer service strategy, ensuring a best-in-class experience that drives customer loyalty, retention, and revenue growth. This role partners cross-functionally with Sales, Operations, Product, and Technology to align customer experience initiatives with broader business objectives and market demands.

This leader will transform customer service from a transactional function into a strategic differentiator by leveraging data, process optimization, and team development.

• Define and execute a long-term customer experience strategy aligned with company growth objectives and brand positioning.
• Establish Moove as a best-in-class service organization by developing differentiated service models and customer engagement strategies.
• Serve as the voice of the customer at the leadership level, influencing product, pricing, and operational decisions.
• Lead cross-functional initiatives to improve the end-to-end customer journey across all touchpoints.

• Oversee all customer service functions including Order Management, Technical Support, Sales Support, and Account Management.
• Design scalable operating models, organizational structures, and workflows to support growth and evolving customer needs.
• Lead the implementation and optimization of technologies such as CRM systems, call routing platforms, and automation tools.
• Establish, monitor, and continuously improve KPIs focused on customer satisfaction, service efficiency, accuracy, and cost-to-serve.
• Drive root cause analysis of customer issues and partner with internal stakeholders to implement systemic improvements.

• Develop a robust analytics framework to measure customer experience performance and identify actionable insights.
• Translate customer feedback, complaints, and service trends into strategic recommendations and business improvements.
• Own enterprise-level reporting on customer experience metrics and present insights to executive leadership.
• Champion a culture of continuous improvement through structured methodologies and performance management.

• Build, lead, and develop a high-performing customer service organization, including managers and frontline teams.
• Establish leadership development programs, training frameworks, and succession planning strategies.
• Foster a culture of accountability, engagement, and customer-centricity across the organization.
• Lead workforce planning, resource allocation, and organizational design to support business growth.

• Partner with Sales and Inside Sales to enhance customer retention and account growth strategies.
• Collaborate with Operations to address systemic service challenges and improve offerings.
• Align with Finance and executive leadership on budgeting, forecasting, and performance outcomes tied to customer experience.
• Drive alignment across regions and business units to ensure consistency in service delivery.

• Establish and…