Director of Customer Experience

Director of Customer Experience Los Angeles, CA | Onsite Our client, a rapidly growing private equity-backed foodservice and produce distributor is seeking a strategic and transformational Director of Customer Experience to build and lead an enterprise-wide customer experience function. This newly created leadership role will oversee Customer Service, Sales Support, and Marketing while driving customer retention, revenue growth, technology adoption, and organizational alignment across the business. This is not a traditional Customer Service leadership role. We are NOT looking for Call Center Directors or Managers. The ideal candidate is a builder who can create strategy from the ground up, establish meaningful KPIs, leverage data and technology, and turn customer insights into measurable business outcomes. Key Responsibilities Build and lead a comprehensive Customer Experience organization , developing the strategy, operating model, processes, and performance standards across Customer Service, Sales Support, and Marketing. Drive customer retention and revenue growth by leveraging customer insights, identifying cross-sell and upsell opportunities, increasing share of wallet, recovering at-risk accounts, and partnering closely with Sales to maximize customer lifetime value. Develop and implement KPI-driven decision making , establishing metrics and dashboards related to customer retention, churn, CSAT, NPS, service levels, account growth, and operational performance to drive continuous improvement. Champion technology, automation, and AI initiatives by evaluating and implementing CRM, ERP, digital ordering, reporting, and workflow solutions that improve the customer experience and increase operational efficiency. Lead cross-functional transformation efforts , partnering with Sales, Operations, Finance, IT, Supply Chain, and executive leadership to align teams around a unified customer strategy while mentoring and developing high-performing customer-facing talent. Qualifications 8+ years of leadership experience in Customer Experience, Customer Success, Customer Operations, Sales Operations, or a related function. Demonstrated success building, transforming, or significantly improving customer-facing organizations, processes, or strategies. Strong experience using customer data, KPIs, and analytics to influence business decisions and drive measurable results. Proven ability to connect customer experience initiatives to revenue growth, retention, profitability, and customer engagement. Experience partnering across multiple departments and leading change in fast-paced, growth-oriented organizations. Ideal Candidate The successful candidate is a strategic yet hands-on leader who thrives in ambiguity, enjoys building from scratch, and can effectively balance customer satisfaction with commercial outcomes. Experience in distribution, foodservice, wholesale, manufacturing, hospitality, or other relationship-driven B2B industries is highly preferred. Why Join? Newly created executive-level leadership role with significant visibility Opportunity to build and shape the Customer Experience function from the ground up Direct impact on customer retention, revenue growth, and company strategy Growing, PE-backed organization with continued expansion plans Competitive compensation, bonus opportunity, comprehensive benefits, and covered parking Fully onsite $165-200,000 No relocation offered #J-18808-Ljbffr