Director Customer Experience

Company Overview

Murrelektronik is a global leader in the development, manufacturing, and distribution of automation solutions. Our products can be divided into four core lines: Power Supplies and Control, Interfaces, Cables/Connectors, and IO Systems.

Our high-quality, innovative products and focus on market requirements set us apart from the crowd. Our customer-oriented approach ensures that our tailored solutions improve the customer’s applications.

Summary

The Director of Customer Experience provides strategic leadership for Murrelektronik’s Customer Experience organization and is accountable for the overall performance, development, and effectiveness of customer-facing service teams, inclusive but not limited to Customer Service Representatives, Customer Service Specialists, Customer Success Managers, and Customer Experience leadership. This role establishes the vision, operating standards, and priorities that drive an exceptional customer experience while supporting business growth. The Director leads, coaches, and develops Customer Experience leaders and team members; ensures alignment with company goals; oversees complex customer and employee escalations; and partners cross-functionally to improve service delivery, customer engagement, operational effectiveness, and revenue conversion. The Director serves as a senior customer advocate and a key member of the Customer Experience organization leadership team.

Essential Duties

• Provide strategic leadership, mentorship, and development for Customer Experience leaders and team members, including performance management, annual reviews, succession planning, performance improvement plans, and employee-centric metrics.
• Develop and strengthen senior-level relationships across the customer base to deepen partnerships, improve retention, and create customer advocates.
• Provide thought leadership and establish a clear Customer Experience vision that builds credibility, trust, accountability, and consistent service standards across the organization.
• Establish department initiatives, goals, and performance measures that support team growth, engagement, capability development, and operational excellence.
• Identify and lead opportunities to improve customer growth, retention, satisfaction, and revenue conversion in partnership with Sales and other cross-functional teams.
• Provide executive oversight for escalated customer service inquiries and complex customer matters across phone, case, and email channels, ensuring timely and effective resolution.
• Provide leadership oversight of the complete order lifecycle, including order accuracy, customer communication, delivery updates, and invoice receipt, while driving process consistency and continuous improvement.
• Ensure effective processes and controls are in place for pricing and availability quotes (P&A quotes) and special pricing quotes, partnering with appropriate internal stakeholders as needed.
• Establish escalation standards and ensure critical customer issues are resolved with urgency, appropriate communication, and clear ownership.
• Provide executive-level updates to internal cross-functional partners on customer perspectives, risks, trends, strategic insights, performance, and key requests.
• Partner with Murrelektronik departments to identify and resolve customer-impacting issues, remove barriers, and improve the end-to-end customer experience.
• Maintain strong knowledge of Murrelektronik product applications and ensure the Customer Experience organization has the product knowledge needed to support customers effectively.
• Lead and support the Customer Experience Leadership Team while ensuring appropriate staffing, resource allocation, and coverage across customer service functions.
• Establish and maintain cross-training and knowledge-sharing practices across the Customer Experience organization to strengthen continuity and service capability.
• Champion training, professional development, and continuous learning across the Customer Experience organization.
• Represent Murrelektronik in in-person customer meetings and executive-level customer discussions as required.
• Other duties as assigned.

Desired Knowledge, Skills, and Abilities:

• Possess a minimum of 7 years of progressive leadership experience managing customer-facing teams, including experience leading managers or multiple teams.
• Possess a minimum of 10 years of progressive customer service, customer success, or customer experience with demonstrated senior-level leadership responsibility.
• Advanced familiarity with SAP or similar ERP systems and the ability to use operational data to support decision-making and process improvement.
• Advanced familiarity with Salesforce or similar CRM (Customer Relationship Management) systems and customer experience reporting.
• Advanced proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Exceptional oral and written communication skills with the ability to influence, present recommendations, and communicate effectively with executive stakeholders, customers, and cross-functional leaders.
• Bi-Lingual preferred.
• Strong analytical, strategic planning, and problem-solving skills with a focus on service quality, accuracy, business impact, and continuous improvement.
• Demonstrated ability to lead through change and adapt priorities in a dynamic business environment.
• Strong customer focus with the ability to build a customer-centric culture rooted in empathy, responsiveness, professionalism, and accountability.
• Excellent organizational and time management skills with the ability to manage competing priorities and lead effectively under pressure.
• Strong interpersonal, collaboration, and influencing skills with the ability to build alignment across peer and executive leadership teams.
• Ability to operate with a high degree of emotional intelligence, sound judgment, discretion, and professionalism.
• Embody and model Murrelektronik’s Core Values: Courage, Accountability, Integrity, Passion, and Unity.

Core Competencies

• Strategic Customer Experience Leadership - Establishes and executes a customer experience strategy aligned with Murrelektronik’s business objectives, growth priorities, and service standards.
• Customer-Centric Leadership - Champions the voice of the customer and builds a culture of responsiveness, empathy, accountability, and consistent service excellence.
• People Leadership & Development - Develops high-performing leaders and teams through coaching, performance management, succession planning, engagement, and professional development.
• Operational Excellence & Continuous Improvement - Uses data, customer insights, and process discipline to improve service delivery, efficiency, quality, and the end-to-end customer journey.
• Executive Communication & Influence - Communicates customer trends, risks, performance, and recommendations effectively to executive stakeholders and builds alignment across the organization.
• Cross-Functional Collaboration - Partners effectively with Sales, Operations, Engineering, Product Management, Finance, and other teams to resolve customer-impacting issues and improve outcomes.
• Customer Relationship & Escalation Management - Builds trusted senior-level customer relationships and provides sound leadership during complex, high-priority, or escalated customer situations.
• Business & Commercial Acumen - Connects customer experience priorities to retention, customer growth, revenue conversion, operational performance, and long-term business value.
• Change Leadership - Leads teams effectively through organizational, process, technology, and business change while maintaining engagement and service continuity.
• Emotional Intelligence & Sound Judgment - Demonstrates self-awareness, professionalism, discretion, resilience, and thoughtful decision-making in complex situations.
• Values-Based Leadership - Models Murrelektronik’s Core Values of Courage, Accountability, Integrity, Passion, and Unity in leadership decisions and interactions.

Education

• Bachelor’s degree in business, management, communications, or another related field preferred. Advanced degree preferred.

Travel

• Occasional travel is required for this position, including customer and company meetings as needed.

Work Hours & Location

• M-F (8am-5pm)
• Suwanee, GA