Vice President of Customer Experience #0405MB

Our client is hiring a Vice President of Customer Experience to lead customer service, account support, issue resolution, and customer retention across a building equipment and industrial services environment. This role will focus on improving the customer journey from first contact through service delivery, equipment support, and long‑term relationship management. The ideal candidate understands customer‑facing operations in equipment, rental, distribution, service, or industrial environments. This person should be able to lead teams, improve service standards, and help the business deliver a consistent, professional customer experience. Key Responsibilities Lead customer experience strategy across service, account support, issue resolution, and communication processes. Improve customer satisfaction, response times, service consistency, and retention. Work closely with sales, service, warehouse, and administration teams to resolve customer issues. Develop customer service standards, escalation processes, and performance metrics. Support large account relationships and help resolve complex customer concerns. Coach and develop customer‑facing employees and department leaders. Use customer feedback, reporting, and performance data to identify improvement opportunities. Minimum of 6 years of leadership experience in customer experience, customer service, account support, equipment service, rental, distribution, or related industries. Experience leading customer‑facing teams in a commercial or industrial environment. Strong understanding of service delivery, customer retention, and issue resolution. Ability to work cross‑functionally with sales, operations, service, and administrative teams. Strong communication, coaching, and problem‑solving skills. Experience using CRM systems, service platforms, or business reporting tools. Background in building equipment, construction equipment, industrial equipment, or similar sectors preferred. Competitive salary: $110,000 to $130,000, depending on experience. Performance‑based bonus potential. 401(k) plan. Health, dental, vision, and disability insurance. Paid time off and holidays. Leadership role with direct impact on customer retention and service quality. Equal Employment Opportunity and Non-Discrimination Policy Equal Employment Opportunity Statement: Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status. 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Our use of AI is designed to enhance fairness, consistency, and efficiency while maintaining our commitment to equal employment opportunity and non‑discrimination principles. Genetic Information: In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law. Local Laws: Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate. Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location. #J-18808-Ljbffr Keller Executive Search