Director Customer Experience

Ready to join us?

At OneSource, successful associates drive and promote our mindset of Adapt, Dare and Learn. You will be developed and empowered to make best-in-class business decisions and contribute to a customer-centric environment that delivers outstanding results.

 

What you will do:

• Voice of Customer (VoC):
  • Be the primary conduit between our customers and the organization.
  • Gather insights through surveys, feedback channels, and direct interactions to understand customer pain points, preferences, and expectations.
  • Conduct informational interviews with customers to gain deeper understanding of their experiences.
  • Observe customer interactions, both online and offline, to identify areas for improvement.
• Feedback Loop Management:
  • Establish and manage a closed-loop feedback process involving customer-facing employees, third parties, and supplier partners.
  • Collaborate with cross-functional teams to address customer concerns promptly and effectively.
• Data-Driven Decision Making:
  • Analyze customer purchasing habits and product preferences.
  • Leverage business analytics and strategic sales motions to drive proactive opportunities for enhancing customer satisfaction.
  • Segment the customer database by industry, employee count, job function, and other relevant criteria.
• Strategy Development:
  • Develop and implement strategies for profitable growth, including improving opportunity win rates, sales order profitability, and successful new product and service introductions.
• Sales Process Enhancement:
  • Collaborate with sales, operations, and finance leaders to improve the end-to-end customer experience.
  • Address issues related to fill rates and lead time expectations based off data gathered from Customer Experience Specialist.
• Customer Personas:
  • Based off Customer Experience Specialist research, utilize the data to inform marketing, product development, and service enhancements.
• CRM and VOC Management:
  • Ensure utilization of the CRM and effective Voice of Customer (VOC) processes are in place.
• Leadership Engagement:
  • Involve senior leadership in customer meetings and discussions.
  • Advocate for customer-centric decisions and initiatives at all levels of the organization.
• Metrics and KPIs:
  • Establish and monitor key metrics, including Net Promoter Score (NPS), customer churn rate, lifetime value, share, and purchase frequency and breadth.

 

What you will bring:

• Bachelor’s degree in Business, Marketing, or related field (Master’s preferred)
• Minimum of 10 years of experience in B2B electrical wholesale
• Experience in Supply Chain Distribution, Marketing, Customer Service, or Customer Success Manager roles preferred
• Proven experience in Customer Experience Management, preferably in a leadership role.
• Strong understanding of electrical industry customer types and supplier partners
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication, collaboration, and leadership skills.

 

Physical Requirements:

• Required to sit, speak, hear, read, type, and use close and distance vision (about 5-8 hours per shift).

 

Work Environment:

• 30-40% travel required

 

Location: Must live within an hour from any of our California OneSource branches.

 

Work hours: 8:00am – 5:00pm, varied

 

Salary Range:

• This is an exempt position that pays $123,600.00 - $177,132.00 annually. This salary range reflects figures based on the primary location, within California. The actual range for the role may differ based on the location of the role.

 

About OneSource

OneSource, a Sonepar Company, is a leading electrical and industrial distributor across California, Arizona, Hawaii, Baja California and Mexico. We service the commercial, residential, utility, contractor and industrial markets. We currently have 19 locations across California, Arizona, Hawaii, Baja California and Mexico. We are always focused on our customer’s needs, quality and the service we provide to strengthen our position as a leading supplier in our markets. 

 

About Sonepar USA

Sonepar is an independent family-owned company with global market leadership in B-to-B distribution of electrical products, solutions and related services. Sonepar entered the US in 1998 and continues to grow due to strategic acquisitions and organic growth. Today, Sonepar serves the market through a network of companies with over 400 locations nationwide.