What are the responsibilities and job description for the Director of Customer Experience position at Velocity?
About Us
Velocity and its portfolio of brands are the nation’s leading builders of Re-Engineered Classics™, redefining what it means to own a classic. Our vehicles aren’t just restored; they’re entirely reborn. By blending timeless design with today’s performance, comforts, and technology, we set the standard for how classics are built, owned, and driven. Every product we create is crafted without compromise, honoring the past while delivering the experience of today.
Velocity’s Culture and Core Values
The Director of Customer Experience is responsible for designing, executing, and continuously elevating Velocity’s luxury customer journey. This role ensures that every client interaction—from the first phone call to long-term engagement after vehicle delivery—reflects Velocity’s brand standards of excellence, professionalism, and concierge-level service.
The Director will develop and implement best-in-class processes covering communication, presentation, appearance, hospitality, and post-sale connection. This leader will oversee the Warranty & Logistics Coordinator, CDL Driver, and Customer Experience Coordinator, ensuring seamless support throughout the sales, delivery, and ownership lifecycle.
This position requires a proven background in luxury customer service, ideally within high-end automotive, jewelry, marine, or private aviation industries. It is an onsite role at Velocity’s Pensacola headquarters and requires relocation to the surrounding area.
Job Level
Management
Reports To
Head of Sales
Description
The Director of Customer Experience is responsible for leading, developing, and optimizing all aspects of the client experience at Velocity, ensuring every customer receives exceptional communication, transparency, and support throughout the build lifecycle and beyond. This role oversees the Customer Experience, Warranty, and Logistics teams, ensuring each function operates efficiently, delivers high-quality service, and aligns with Velocity’s core values. The Director of Customer Experience serves as the primary advocate for the client journey and is accountable for service consistency, process effectiveness, and timely issue resolution.
Duties and Responsibilities
Luxury Customer Journey & Experience Design
Velocity is an Equal Opportunity Employer. Velocity does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Velocity and its portfolio of brands are the nation’s leading builders of Re-Engineered Classics™, redefining what it means to own a classic. Our vehicles aren’t just restored; they’re entirely reborn. By blending timeless design with today’s performance, comforts, and technology, we set the standard for how classics are built, owned, and driven. Every product we create is crafted without compromise, honoring the past while delivering the experience of today.
Velocity’s Culture and Core Values
The Director of Customer Experience is responsible for designing, executing, and continuously elevating Velocity’s luxury customer journey. This role ensures that every client interaction—from the first phone call to long-term engagement after vehicle delivery—reflects Velocity’s brand standards of excellence, professionalism, and concierge-level service.
The Director will develop and implement best-in-class processes covering communication, presentation, appearance, hospitality, and post-sale connection. This leader will oversee the Warranty & Logistics Coordinator, CDL Driver, and Customer Experience Coordinator, ensuring seamless support throughout the sales, delivery, and ownership lifecycle.
This position requires a proven background in luxury customer service, ideally within high-end automotive, jewelry, marine, or private aviation industries. It is an onsite role at Velocity’s Pensacola headquarters and requires relocation to the surrounding area.
Job Level
Management
Reports To
Head of Sales
Description
The Director of Customer Experience is responsible for leading, developing, and optimizing all aspects of the client experience at Velocity, ensuring every customer receives exceptional communication, transparency, and support throughout the build lifecycle and beyond. This role oversees the Customer Experience, Warranty, and Logistics teams, ensuring each function operates efficiently, delivers high-quality service, and aligns with Velocity’s core values. The Director of Customer Experience serves as the primary advocate for the client journey and is accountable for service consistency, process effectiveness, and timely issue resolution.
Duties and Responsibilities
Luxury Customer Journey & Experience Design
- Develop, document, and maintain Velocity’s end-to-end luxury customer journey, ensuring every touchpoint aligns with a premium, high-end brand experience.
- Establish standards for customer communication, including phone etiquette, email communication, response times, and escalation procedures.
- Create guidelines for professional appearance and presentation for events, onsite visits, and customer-facing meetings.
- Lead the refinement of contract presentation, delivery day processes, facility tours, and hospitality expectations.
- Build and manage a long-term customer engagement strategy, including VIP events, owner reunions, specialty experiences, and ongoing relationship partnerships.
- Oversee gifting programs, branded touchpoints, milestone celebrations, and ongoing post-sale communication that reinforces loyalty.
- Develop programs to gather and use customer feedback to continuously improve the client experience.
- Handle customer complaints or escalations in a professional manner.
- Directly supervise and support the Warranty & Logistics Coordinator, CDL Driver, and Customer Experience Coordinator.
- Ensure that processes related to warranty, logistics, transportation, and customer handoffs operate at a luxury standard.
- Provide coaching, professional development, and clear expectations to maintain a cohesive, customer-centric team.
- Work closely with Sales, Production, Operations, and Marketing to ensure alignment on customer communication, delivery timelines, documentation, and presentation standards.
- Partner with Marketing to uphold consistent luxury branding across print, digital, events, and client materials.
- Collaborate with Leadership on strategic initiatives to strengthen Velocity’s reputation for premium customer care.
- Develop and maintain SOPs for all customer-facing processes.
- Track customer experience metrics and implement improvement plans as needed.
- Ensure compliance with internal quality standards and uphold Velocity’s core values: problem-solving, adaptability, ownership, teamwork, and raising the bar.
- Minimum 5–7 years of experience in luxury customer experience roles.
- Background in luxury automotive, jewelry, marine, or private aviation strongly preferred.
- Proven success designing and executing luxury or concierge-level customer journeys.
- Experience managing teams in high-expectation service environments.
- Exceptional communication, hospitality, and presentation skills.
- Strong organizational and process-building abilities.
- Comfortable working in a fast-paced, hands-on environment.
- Ability to travel for events, customer visits, and experience initiatives as needed.
- Must be willing to relocate to the Pensacola, Florida area.
- Availability to respond to customer queries and calls outside of working hours.
- Travel semi-regularly to events to continue to promote the customer experience.
- Must be physically able to operate a variety of equipment including computer, office equipment, telephone, etc.
- Sit for long periods of time working at a desk, boardroom table, or at a computer.
- Walk long distances across shop floor to communicate and gather information as needed.
- Ability to lift, carry, and place items up to 20 pounds without assistance.
- Occasional reaching overhead and below knees, including squatting, bending, stooping, kneeling, and twisting.
- Ability to operate a motor vehicle.
- Compensation: Pay is based on experience and qualifications
- Health & Wellness: Health/Dental/Vision/Life/Disability/Aflac available after 60 days
- Retirement: 401(k) with company match after 6 months at next enrollment period
- Paid Time Off: Paid time off and paid holidays
- Additional Perks: Company sponsored events, tool program, merchandise discounts, friendly team environment
Velocity is an Equal Opportunity Employer. Velocity does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.