For our client, we are seeking a Director, Customer Experience to join the team of a leader in the Manufacturing & Automotive space.
This leader will shape a global customer experience function that strengthens service delivery, improves order-to-cash performance, and supports a more customer-centric operating model. The role will bring structure to service levels, customer feedback, and partner relationships across regions while partnering closely with commercial, operations, and planning teams. It is well suited for a leader who can combine operational discipline with continuous improvement, automation, and data-driven decision-making.
Location: Richmond, BC - US based candidates only, no visa sponsorship available
Compensation: $200,000 – $220,000 annually
Responsibilities
- Launch and manage a structured Voice of the Customer and partner program for strategic accounts
- Design and implement a tiered service model for different customer segments
- Converge processes and systems into a unified global customer experience playbook
- Own and optimize order-to-cash performance metrics through a comprehensive scorecard
- Leverage AI and RPA to automate routine tasks and enhance self-service capabilities
- Ensure accurate and timely reporting for distributor partners
- Collaborate cross-functionally to integrate customer health data into forecasting and planning
- Lead and develop a global team of customer experience specialists with a focus on succession planning
Qualifications
- Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred
- 10-15 years leading customer service or experience organizations in billion-dollar semiconductor or electronic-component firms
- 5+ years managing global or multi-regional teams across North America, EMEA, and APAC
- Proven track record in order-to-cash processes, especially in allocation-constrained environments
- Experience with SLAs and KPIs related to order accuracy and customer satisfaction
- Direct management of distributor relationships and associated economics
- Expertise in ERP systems, such as SAP or Oracle, and Salesforce for order management and data extraction
- Experience with automation and AI to enhance operational efficiency
Benefits
- Hybrid work arrangement with 4 days on-site
- Opportunity to lead a global team in a strategic role
- Focus on building a customer-centric organization
- Access to advanced AI and automation tools
- Engagement in continuous improvement and operational excellence initiatives
Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification - your background could be exactly what this team needs.
