Leader of Customer Experience & Growth

Job Description

Job Description

Leader of Customer Experience & Growth

Company Overview

We are an established manufacturing organization serving residential, commercial, and industrial markets with high-quality engineered products. Our company is committed to innovation, operational excellence, and delivering exceptional customer experiences through industry-leading products and service.

Position Summary

The Leader of Customer Experience and Growth is responsible for championing superior customer experience while driving business growth through strategic marketing and proactive sales development. This leadership role oversees and unifies the Customer Service, Marketing, and Inside Business Development functions to ensure increased sales, exceptional customer satisfaction, acquisition and retention of key accounts, and expansion into new markets.

This leader establishes and implements cross-departmental strategies, training programs, and performance standards aligned with company objectives. By integrating customer service excellence with innovative marketing and robust lead generation initiatives, the role ensures products are effectively marketed and customers receive outstanding service—driving sustainable revenue growth and long-term brand loyalty.

Primary Responsibilities

Customer Experience & Service Leadership

• Develop and implement strategies, policies, and training programs for the Customer Service team to deliver a world-class customer experience.
• Define and track customer service performance metrics including response time, first-contact resolution, and customer satisfaction scores.
• Drive continuous improvement in service quality, issue resolution, and overall customer satisfaction.
• Provide guidance on escalated customer issues and ensure strong product and industry knowledge across the team.

Marketing Strategy & Brand Growth

• Lead marketing initiatives to drive brand awareness and revenue growth.
• Create and manage marketing and communication plans including advertising campaigns, digital marketing initiatives, website content, social media engagement, and direct marketing programs.
• Ensure company communications and branding remain consistent and professional across all platforms.
• Oversee development of sales and marketing collateral including presentations, brochures, and online content.
• Coordinate participation in industry events and trade shows including event selection, booth planning, promotional materials, and logistics.
• Conduct market research and competitive analysis to support product launches, pricing strategies, and promotional campaigns.

Inside Business Development & Sales Growth

• Oversee the Inside Business Development team to generate qualified leads and support revenue growth.
• Drive lead generation through inbound inquiries and outbound prospecting efforts including calls, emails, and social outreach.
• Ensure effective prospect qualification processes and pipeline management.
• Oversee outbound communication strategies designed to engage prospects and schedule meetings or product demonstrations.
• Manage CRM strategy and data integrity to track pipeline metrics, conversion rates, and forecasting.
• Guide the preparation of sales quotes and proposals that align with customer needs and company profitability goals.
• Foster collaboration between Business Development, Sales, and Operations teams to ensure smooth customer onboarding and communication.
• Monitor and report on key performance indicators including lead conversion rates, outreach effectiveness, and revenue growth.

Team Development & Cross-Functional Collaboration

• Build, mentor, and lead high-performing teams across Customer Service, Marketing, and Inside Business Development.
• Promote collaboration and knowledge sharing between departments to support a unified customer experience.
• Oversee hiring, onboarding, training, performance management, and succession planning for team members.
• Develop and maintain job descriptions, standard operating procedures, and work instructions for applicable departments.
• Establish clear performance expectations and provide ongoing coaching and feedback.
• Monitor departmental performance metrics and proactively address performance gaps.
• Serve as a liaison between customer-facing teams and departments such as Production, Engineering, and Finance to align customer feedback with operational improvements.

Systems Ownership & Enablement

• Provide strategic oversight for systems and tools supporting Customer Service, Marketing, Business Development, and related functions.
• Oversee platforms such as CRM systems, ERP software, marketing technologies, reporting tools, and emerging automation or AI solutions.
• Guide system enhancements, workflows, automations, integrations, and process improvements that improve efficiency and visibility.
• Partner with internal teams and external vendors to support system effectiveness and continuous improvement initiatives.
• Focus on leadership, coordination, and business outcomes rather than deep technical administration.

Working Environment

Work is performed in both office and light manufacturing environments. This role routinely interacts with office personnel and production teams and may involve exposure to machinery noise, varying temperatures, and industrial materials. Appropriate safety equipment may be required in designated production areas.

The position also requires collaboration across departments and occasional travel to industry events or customer locations. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Disclaimer

This job description is intended to provide an overview of the position and does not include every responsibility or task that may be required. Duties and responsibilities may change based on business needs.

Employment is considered at-will and may be terminated by either party at any time, with or without notice. Employment may be contingent upon successful completion of background screening, drug testing, and employment eligibility verification. The company is committed to providing equal employment opportunities and maintaining a diverse and inclusive workplace.

DVA and Hook Crane employs highly skilled individuals in multiple industries. Full-time employment.

Company Description

DVA and Hook Crane employs highly skilled individuals in multiple industries. Full-time employment.