Director of Account Management

ABOUT THE COMPANY Moove NA is a pioneer and national leader in lubricant distribution, delivering high-performance solutions across industrial, commercial, and passenger vehicle markets. With a comprehensive portfolio that includes premium brands like ExxonMobil and proprietary lines such as Medallion-Plus, DynaPlex21C, and Eco-Ultra, Moove NA is committed to quality, reliability, and innovation. As a proud subsidiary of the Cosan/Moove Group, Moove NA is at the forefront of transforming the lubrication delivery industry. Backed by a global network of over 55,000 employees, we support businesses driving energy transition, streamline operations through integrated logistics, and pioneer new opportunities in sustainable innovation. Together, we move industries forward—toward a smarter, cleaner, and more sustainable future. Our corporate culture is derived from our Moove Attitudes: We're in This Together; Open Mind; Real Talk; Always Safe; Think Big, Act Simply ROLE OVERVIEW The Director of Customer Experience is responsible for defining and executing the company’s end-to-end customer service strategy, ensuring a best-in-class experience that drives customer loyalty, retention, and revenue growth. This role partners cross-functionally with Sales, Operations, Product, and Technology to align customer experience initiatives with broader business objectives and market demands. This leader will transform customer service from a transactional function into a strategic differentiator by leveraging data, process optimization, and team development. Strategic Leadership & Customer Experience Vision Define and execute a long-term customer experience strategy aligned with company growth objectives and brand positioning. Establish Moove as a best-in-class service organization by developing differentiated service models and customer engagement strategies. Serve as the voice of the customer at the leadership level, influencing product, pricing, and operational decisions. Lead cross-functional initiatives to improve the end-to-end customer journey across all touchpoints. Operational Excellence & Process Transformation Oversee all customer service functions including Order Management, Technical Support, Sales Support, and Account Management. Design scalable operating models, organizational structures, and workflows to support growth and evolving customer needs. Lead the implementation and optimization of technologies such as CRM systems, call routing platforms, and automation tools. Establish, monitor, and continuously improve KPIs focused on customer satisfaction, service efficiency, accuracy, and cost-to-serve. Drive root cause analysis of customer issues and partner with internal stakeholders to implement systemic improvements. Data-Driven Decision Making & Continuous Improvement Develop a robust analytics framework to measure customer experience performance and identify actionable insights. Translate customer feedback, complaints, and service trends into strategic recommendations and business improvements. Own enterprise-level reporting on customer experience metrics and present insights to executive leadership. Champion a culture of continuous improvement through structured methodologies and performance management. Leadership & Talent Development Build, lead, and develop a high-performing customer service organization, including managers and frontline teams. Establish leadership development programs, training frameworks, and succession planning strategies. Foster a culture of accountability, engagement, and customer-centricity across the organization. Lead workforce planning, resource allocation, and organizational design to support business growth. Cross-Functional Collaboration & Influence Partner with Sales and Inside Sales to enhance customer retention and account growth strategies. Collaborate with Operations to address systemic service challenges and improve offerings. Align with Finance and executive leadership on budgeting, forecasting, and performance outcomes tied to customer experience. Drive alignment across regions and business units to ensure consistency in service delivery. Governance & Communication Establish and communicate policies, procedures, and service standards at an organizational level. Lead change management efforts related to customer experience initiatives, tools, and processes. Ensure effective internal communication regarding product updates, pricing changes, and service expectations. Requirements Qualifications & Leadership Competencies Demonstrated experience leading customer experience or service organizations at scale. Strong business acumen with the ability to connect customer experience initiatives to financial outcomes. Proven ability to lead transformation, implement systems, and drive organizational change. Executive-level communication and stakeholder management skills. Data-driven mindset with experience leveraging metrics to influence decisions. Key Leadership Traits Strategic thinker with a customer-first mindset Influential leader who drives alignment across functions Operationally rigorous with a focus on scalable solutions Talent developer and culture builder Results-oriented with accountability for business impact Education/Experience: Bachelor’s degree in Business, Management, or a related field required; MBA or advanced degree preferred. 10+ years of progressive experience in customer service, customer experience, or operations leadership, with demonstrated success leading teams and driving strategic initiatives. Qualifications: 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of employees, managers, and customers. Quantitative Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills: To perform this job successfully, an individual should have knowledge of Word, Excel and PowerPoint, and experience working in an enterprise wide system. Prior experience with Epicor Prophet 21 ERP is a plus. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job. The noise level in the work environment is usually quiet. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms. The employee must regularly lift and or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Peripheral vision, Depth perception and Ability to adjust focus. Travel: Ability to travel 25% of the time. EOE EOE #J-18808-Ljbffr