Director of Customer Experience

Wilbert Funeral Services, Inc.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The Director of Customer Experience will lead the transformation and centralization of our customer service operations. This role is pivotal in enhancing customer satisfaction and streamlining processes across four distinct product lines and multiple locations. The ideal candidate will have a proven track record in establishing and managing call center environments, implementing the best practices in a CRM system, and making significant improvements in customer experience.

The Director of Customer Experience will lead the transformation and centralization of our customer service operations. This role is pivotal in enhancing customer satisfaction and streamlining processes across four distinct product lines and multiple locations. The ideal candidate will have a proven track record in establishing and managing call center environments, implementing the best practices in a CRM system, and making significant improvements in customer experience.

Key Responsibilities:

• Strategic Leadership: Develop and execute a comprehensive customer experience and service strategy aligned with company goals, focusing on unifying four product lines into cohesive customer experience.
• Centralization and Process Optimization: Lead the multi-year initiative to centralize customer service operations from four brands and processes, creating a unified and efficient process for order fulfillment and customer interaction.
• Customer Satisfaction & Retention: Drive initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and overall retention by creating seamless customer journeys and proactive customer engagement strategies.
• Service Operations Management:
  • Establish and manage a centralized inbound and outbound customer service environment, encompassing call centers, chat options, online support, and in-person service operations.
  • Manage order intake from various channels (fax, email, phone) and coordinate across multiple teams (plants, warehouses, design).
• Process Improvement: Identify and implement efficiency improvements through automation, training, and process optimization, including the integration of CRM platforms and potentially AI-driven tools.
• Cross-Functional Collaboration: Work closely with marketing, product, operations, and AR teams to ensure a seamless customer journey and resolve cross-departmental challenges.
• Technology & Innovation: Leverage and help implement and improve technology, including CRM platforms, chatbots, and AI-driven tools, to enhance customer interactions and support the project initiatives (e-commerce and CRM implementation).
• Customer Insights & Analytics: Utilize data analytics to assess customer feedback, identify trends, and inform decision-making, ensuring continuous improvement of customer experience programs.
• Team Leadership & Development:
  • Recruit, mentor, and develop a high-performing, multi-brand customer service and experienced team, capable of handling diverse customer needs across all product lines.
  • Implement performance evaluation processes to ensure team members are qualified and performing effectively.
• Crisis & Escalation Management:
  • Serve as the escalation point for complex customer issues, demonstrating strong de-escalation skills and ensuring quick resolution to maintain customer satisfaction.
  • "Make things right" with customers, ensuring their issues are resolved effectively.
• Outbound Initiatives: Manage outbound activities, including creating new sales opportunities, conducting customer surveys, and proactively addressing customer complaints and product issues.
• Internal Politics Management: Navigate and manage internal politics and pushbacks from manufacturing, supply chain, and other departments to ensure alignment and cooperation in customer service initiatives.
• Travel: Ability to travel frequently as needed.

Qualifications & Requirements:

• Bachelor’s degree in business administration, Marketing, Communications, or a related field (MBA preferred).
• 8+ years of experience in customer experience, customer service, or a related field, with at least 3 years in a leadership role managing call center environments and implementing CRM systems.
• Proven track record in driving customer satisfaction, loyalty, and operational efficiency across multiple product lines or business units.
• Strong understanding of CX metrics, analytics, and best practices, with experience designing and implementing customer experience programs.
• Experience with customer service technologies, CRM systems (including process flow creation), and digital engagement tools.
• Excellent leadership, communication, and problem-solving skills, with a proven ability to manage and resolve complex customer escalations.
• Ability to work in a fast-paced, dynamic environment and drive cross-functional collaboration.
• Strong experience in performance evaluation and team development.
• Ability to be located at Corporate or anywhere in the country by a major metro city.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.