Director of Customer Experience

Job Description

We are seeking a passionate and visionary Director of Customer Experience to lead our efforts in delivering exceptional experiences for both our customers and employees. This role is ideal for someone who is obsessed with the customer journey and constantly looking for ways to improve every interaction — whether online, in the field, or face-to-face. In addition, this leader will champion the employee experience, recognizing that happy employees create happy customers.

This role will oversee all things CX across our 3 brands- Spot Zero Reverse Osmosis, Elite Marine A / C and Southern Marine Supply. Together, we are at the forefront of the marine industry, dedicated to delivering innovative products, top-quality service, and superior customer experiences.

Key Responsibilities

• Develop and oversee strategies to enhance every customer touchpoint (field service, in-person, digital, and online).
• Measure, manage, and improve customer satisfaction through Net Promoter Score (NPS), surveys, and feedback loops.
• Increase online reputation and visibility by driving more Google reviews and positive testimonials.
• Partner with marketing to contribute to newsletters, communications, and customer engagement campaigns.
• Evaluate and refine internal processes to improve the employee journey and foster a customer-first culture.
• Lead employee surveys and retention initiatives, ensuring employees feel valued and engaged.
• Collaborate cross-functionally with operations, sales, and marketing to ensure consistent, high-quality experiences.
• Use data and insights to recommend improvements, track progress, and demonstrate ROI on customer experience initiatives.
• Serve as the voice of the customer and advocate for continuous improvement across the organization.

Qualifications

Work Environment & Schedule

Compensation & Benefits

Equal Opportunity Employer

We are an equal opportunity employer and administer all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. We are a drug-free workplace.