Head of Client Experience

Do you have a passion for customer success and growing cross-functional teams? This strategic position, located inDowners Grove, will lead a team of dynamic customer service professionals within the manufacturing industry and may be a perfect fit for you!Flexco, a leading global manufacturer, is looking for aCustomer Experience Managerwho has demonstrated success in using cutting-edge tools to achieve top-notch customer satisfaction. The ideal candidate has exposure to international teams and innovation through process improvement.A Customer Experience Manager at Flexco can expect a starting compensation of between $135,000 and $170,000, or more, depending on skills and experience.Customer Experience ManagerDepartment:Customer ExperiencePurpose:The Customer Experience Manager leads the North American customer service team in delivering a seamless and engaging journey for channel partners and end users. This role focuses on enhancing customer satisfaction and loyalty through digital innovation, process optimization, and cross-functional collaboration. A key responsibility includes capturing and scaling best practices globally to ensure a consistent, high-quality experience across all Flexco regions. The Customer Experience Manager also partners with sales and other business functions to support growth and internal alignment.Bachelor’s degree required; MBA or equivalent professional experience strongly preferred.Minimum of 8 years of experience in customer experience, customer success, or a related field.Experience leading transformation initiatives, including customer journey redesigns and technology adoption.knowledge of relevant local industries required.Knowledge of industry best practices in customer experience and trends in technology (e.g., CRM, AI, automation, and personalization tools).Ability to travel domestically and internationally (up to 20% of time) to advance the organization’s goals and objectives.Acting as an advocate for Flexco distributors and end-users, bringing the voice of the customer to the Flexco organization.Improving Customer Experience (CX) with a global mindset by establishing relationships with other customer experience leaders in other global regions, sharing best practices, and establishing combined standards. Act as a thought partner for other customer experience managers.Leading initiatives to protect business continuity for our customers.Fostering strong relationships with internal functions (Sales, Manufacturing, Planning, Shipping, etc.), serving as a liaison to facilitate inquiries and order requirements between external and internal parties.Directly engaging with key channel partners and end users to gather first-hand feedback to create an industry leading experience and deliver our brand promise.Meeting with and/or surveying distributors to assess customer service levels and perceptions, using tools such as NPS as a benchmark measurement in North America.Conducting market research and competitive analysis to stay informed about customer preferences and industry trends.Ensuring Flexco’s CX team is equipped to communicate with customers in local languages and across all relevant business time zones. We ensure prompt response through various communication channels, including phone, email, text, and chat.Medical, dental and vision insurance on day one of employment~ Pension plan~15 vacation days and 5 personal days~12 paid holidays per year~ Tuition reimbursement/educational assistance

Created: 2025-09-30