Senior Director, Customer Experience

This role is central to Sharp’s next phase of growth. By unifying customer experience, commercial strategy, and operational capability, this role will unlock meaningful value—transforming how the organization serves its customers while strengthening its operational and commercial alignment. The Senior Director, Customer Experience, will provide leadership to the Customer Services organization while collaborating with cross-functional groups to optimize communication and processes within the organization with a focus on the customer experience. This leader will serve as the connective tissue between commercial ambition and operational execution—ensuring that customer commitments are both compelling and deliverable. This role will be responsible for establishing and managing strategies to improve customer satisfaction, loyalty, and retention by overseeing the entire customer journey, analyzing feedback collaborating across departments and positively influencing cross-functional collaboration and colleague experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of minimum responsibilities related to the Director of Customer Experience position. Other duties may also be assigned.

• Define and implement a comprehensive client services strategy and roadmap, aligning with overall business objectives.
• Map, analyze, and optimize the end-to-end client journey to identify pain points and opportunities and lead the redesign of cross functional processes and programs to create differentiated, consistent and high-quality customer and colleague experiences
• Establish and maintain governance frameworks, defining communication, process standards, policies, and procedures to ensure consistency, compliance, and alignment across departments impacting the customer experience that balance flexibility with operational discipline.
• Foster a customer-centric culture across the organization, ensuring the Voice of Customer (VoC) is incorporated into decision making.
• Act as the primary liaison between Sales and Operations, ensuring alignment between commercial commitments and execution capabilities
• Lead the collaboration efforts representing the commercial organization in achieving mutually respected deliverables and commitments balancing customer value creation with Commercial ambition and operational capability and realities.
• Partner with Sales leadership to shape offerings that are both customer-centric and operationally scalable
• Partner with Operations and Supply Chain leadership to optimize service delivery models and resource utilization
• Support standardization of offerings where appropriate, reducing complexity while preserving customer value and flexibility
• Lead initiatives for collecting, analyzing, and acting on Voice of Customer (VoC) data (surveys, feedback)
• Collaborate with stakeholders across all departments, and organizational levels to align processes with business objectives; engage with senior executives and functional teams to understand their perspective and incorporate into proposed solutions.
• Serve as a key contributor in projects or initiatives supporting growth strategy and business priorities, particularly those impacting the customer experience.
• Ensure process documentation is comprehensive and applicable; review and approve commercially related standard operating procedures (SOPs), work instructions, and training materials.
  
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Proven record of process ownership, process improvement, and driving alignment in customer commitments and operational capability
• Strong ability to work across multiple functions or departments to streamline processes, standardize practices, and enhance customer experience through improved organizational alignment
• Experience leading large-scale process transformation initiatives, including managing change, influencing stakeholders, and addressing resistance to change effectively.
• Strong analytical and critical thinking skills to identify process bottlenecks, analyze data, and make informed decisions to optimize processes and improve efficiency.
• Excellent communication and people skills, with the ability to articulate process objectives, drive alignment, and influence stakeholders at all levels.
  
  

SUPERVISORY RESPONSIBILITIES:

The Director of the Customer Experience will manage a functional department with less than 5 direct reports and several indirect reports within the respective teams of the direct reports.

• Responsible for interviewing, hiring, training, and performance appraisals of direct report employees.
• Support managers in evaluating resource hiring, training and allocation.
• Mentor reports to support optimal employee performance, satisfaction and retention.
• Address complaints and resolve problems in accordance with company policies.
• Assure training is appropriate and completed timely.
• Develop exercises to assess and/or identify areas of individual training to ensure employee abilities are in line with job expectations.
  
  

PREFERRED / REQUIRED EDUCATION and/or EXPERIENCE:

• Bachelors Degree level or higher: Masters/MBA is a plus
• 12 years of experience in highly visible customer engagement role, preferrable in the pharma services space
• 10 years of experience leading teams.
• 3 years of experience executing within Pharma/CRO/CMO Industry is a minimum requirement.
• Proven demonstration of deeply understanding customer engagement while ensuring operational feasibility (balance)
• Demonstrated excellence in aligning disparate functions towards shared goals
• Proven success in leading micro-cultural change and embedding new ways of working (particularly with Sales-Operations dynamics)