Customer Experience Leader

Customer Experience Leader

As the highest-level leader of the Customer Experience organization, the Customer Experience Leader is responsible for setting the vision, strategy, and execution of customer experience initiatives across the business. This role strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and the end-to-end customer experience. Partnering closely with Sales, Marketing, IT, and Operations, the leader drives improvements in order-to-cash execution, reduces service friction, strengthens Voice of Customer programs, enhances sales performance visibility, and delivers measurable improvements in Net Promoter Score (NPS) and DuroDyne Customer Charter execution.

Key Responsibilities:

• Lead and elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the DuroDyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and "we heard you" actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Key Competencies:

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

What We Are Looking For:

• 8+ years in customer experience, revenue operations, sales operations, or customer service leadership, preferably in B2B or industrial environments with distributor channels.
• Experience leading or closely partnering with customer service/support organizations.
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs.
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms.
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service.

What We Offer:

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $125k - $163k annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a Short Term Incentive (STI) bonus of 15% in accordance with the terms of the Company's applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member's contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you'll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.