Director of Customer Engagement

Job Description

Job Description

Director of Customer Engagement- North America

Charlotte, NC Metro Area (hybrid)

ISC’s team of Executive Recruiters has been retained by a leading manufacturing company on a Director of Customer Engagement opportunity. Working in partnership with the VP of Finance, this Director is responsible for fostering, promoting and sustaining a customer-first culture. This role oversees the recruitment, development, and retention of a high-performing Customer Engagement team, aligning with the company’s mission, vision and strategic objectives. The Director of Customer Engagement leads the design and execution of customer engagement and support strategies across the company’s full portfolio, encompassing customer lifecycle management, strategic acquisition initiatives, satisfaction / retention programs, and promotion campaign delivery.

In this exciting opportunity, the Director of Customer Engagement collaborates closely with Product, Sales, Supply Chaing, Quality, and Services teams to address unmet needs, identify new product opportunities, and elevate the overall customer experience. The Director of Customer Engagement develops and implements customer-focused strategies that enhance satisfaction and loyalty across all served markets. Our client seeks a reliable, detail-oriented critical thinker with superior leadership skills, positive / proactive attitude, and empathetic customer support, who can ensure alignment and visibility across the organization.

Director of Customer Engagement Responsibilities- Duties for this role include :

• Champion Customer Engagement excellence by building and retaining a team with strong customer-first mindset aligned with company’s core values
• Use analytics and KPIs to dive the innovation and continuously improve customer experience
• Develop and execute dynamic customer engagement strategies that balance empathy, quality, productivity, performance management, and cost efficiency across frontline and tier 2 support
• Recruit, train, and retain critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunities
• Inspire, coach, and mentor team members to foster collaboration, continuous learning, and high employee engagement
• Plan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance / behavioral issues
• Create consistent / high-value customer experience by developing scalable methodologies and best practices across the company’s portfolio of products / services
• Identify areas for improvement within the CE function, design targeted initiatives, and lead swift / effective execution
• Serve as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities for improvement
• Build strong connections between CE team, product / business verticals, and sales to deliver an optimized customer journey
• Ensure timely, accurate, and consistent handling of all customer inquiries, escalations and complaints
• Partner with stakeholders to resolve support issues, address negative feedback, and implement improvements
• Collaborate cross-functionally to share best practices and refine
• processes, policies and workflows to better customer experience
• Set, track, and report on performance goals and metrics on a weekly monthly and annual basis
• Establish customer-focused policies and procedures that balance satisfaction with expense management
• Expand team support coverage across time zones based on demand and business needs
• Oversee distribution order management, including maintenance of product and pricing master data
• Lead the CE team in collaborating with distribution accounts to deliver monthly and quarterly performance metrics

Director of Customer Engagement Requirements- To qualify, you should have the following :

Director of Customer Engagement Rewards- If you qualify, the company offers :

How to Apply :

Please contact Jaami Clement directly at JaamiC@iscjobs.com, 888.866.6625.

Referrals – Do you know someone who may be a fit?

We gladly pay $500 for referrals that result in a hire and keep all referrals confidential unless you ask us to use your name. We’re looking for a strong customer-focused Director to oversee the Customer Experience team . Whose name comes to mind? Please send all referrals to Jaami at JaamiC@iscjobs.com.