Vice President Customer Experience

What You Wil Do:

• Develop and execute a forward-looking customer experience strategy that not only delivers excellence today but also builds the foundation to scale and grow with Magid’s future needs.
• Establish and monitor meaningful metrics to measure customer satisfaction, team performance, and the organization’s ability to support sustainable growth.
• Deliver insights from customer data and feedback across all service departments, using these to shape business decisions and drive continuous learning in service quality.
• Standardize core processes and partner with IT to design and implement technology solutions that improve efficiency, enhance responsiveness, and strengthen the overall customer journey.
• Partner with the executive team to address systemic challenges that create barriers for customers or impede accurate, timely order fulfillment.
• Analyze historical performance and market trends to anticipate future needs, ensuring CX capabilities, staffing, and resources are aligned to support sales growth and evolving customer expectations.
• Ensure all CX teams are equipped with the right tools, training, and resources to consistently deliver on business objectives and customer commitments.
• Foster a strong OneMagid culture that inspires collaboration, accountability, and engagement, creating an environment where people can do their best work.
• Build and develop a high-performing, future-ready team with clear succession plans to ensure long-term organizational strength and leadership continuity.

What You Need:

• Deep commitment to fostering a customer-first culture across departments that also empowers team members to thrive.
• Experience implementing process improvements and technology solutions to enhance efficiency, service quality, and scalability.
• Experience designing and scaling customer experience initiatives
• Analytical and data-driven decision-maker with the ability to use customer insights and trends to inform business strategy.
• Skilled at executive-level collaboration, influencing cross-functional peers, and resolving systemic challenges that impact customer experience.
• Ability to balance customer satisfaction with operational and financial objectives
• Expertise in order fulfillment, logistics coordination, and customer service operations
• Experience with service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics (e.g., NPS, CSAT, CES)
• Strong track record of building, scaling, and leading high-performing teams, including succession planning and leadership development.

Experience/Education:

• Proven senior level leadership experience in customer experience, customer success, or related functions, ideally in a growth-oriented company.
• Bachelor’s degree required; MBA or advanced degree preferred.
• 10+ years of leadership experience in customer experience, client success, or related roles, ideally in manufacturing, logistics, or PPE industries.
• Proven experience managing customer experience in both B2B and distribution contexts.
• Strong operational understanding of supply chain and manufacturing processes.
• Exceptional communication, leadership, and strategic thinking skills.

Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training, geographic location, additional qualifications such as licensure or certifications, market factors, and responsibilities.

Magid offers a variety of benefits to our team members including:

• Health, dental, vision, life and disability insurance
• Bonus plan
• 401k retirement plan with company match
• Company provided Profit Sharing
• Participation in Magid Paid Time Off (PTO) Policy
• 9 Paid Holidays