Senior Director, Customer Experience

Marmon Link

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Do you want to be a critical leader in a growing business that aspires to build and shape a team that delivers great Customer experience? Do you want to join the “biggest small company” you’ll ever work for, enjoying the opportunity to be entrepreneurial and creative while having the resources of a major enterprise? Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio found around the world where food and beverages are enjoyed. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind: to enhance the eating and drinking experience, nourishing the people and communities we serve globally.

Reporting to the President, Link & Renew the Sr. Director of Customer Experience is responsible for leading the transformation of our customer experience organization. You will develop and execute strategic initiatives for our total customer experience from order placement, through fulfillment, to service over the life of our equipment, to enhance customer satisfaction, loyalty, and engagement across all customer touchpoints. You and your team will build larger and stronger relationships with our current customers and seek new relationships to support our growth initiatives that drive revenue growth, expand market share, and improve the overall profitability of the company. You will identify KPI’s and improve processes to deliver successful customer outcomes. This is a critical leadership role which touches all facets of customer engagement for Marmon Foodservice Technologies.

With over 40 years of expertise, Marmon Renew revitalizes foodservice and beverage equipment, ensuring like-new quality, an extended lifespan and enhanced functionality, all achieved via our cost-effective and environmentally conscious remanufacturing solutions. At Marmon Link, we ensure peak equipment performance from purchase through warranty and beyond, offering a range of aftermarket solutions and readily available genuine OEM parts, supported by our exceptional customer support and technical expertise.

This role is located in Brooklyn Park, MN leading a team currently in a hybrid work environment.

What You’ll Do

• Develop, implement and execute a customer experience strategy inclusive of key performance indicators to provide the direction and focus needed to successfully deliver an excellent end-to-end customer experience
• Identify and prioritize key CX initiatives to enhance customer satisfaction (internally and externally) to increase customer engagement and satisfaction
• Provide leadership and guidance to the customer experience team, fostering a culture of customer first mentality, proactive communication, employee growth and engagement, collaboration, accountability, and inclusion
• Work with executive leadership team to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups
• Collaborate cross functionally with Operations, Marketing, Finance, Commercial to obtain internal VOC and deliver for our customers
• Develop and implement a comprehensive growth strategy aligned with Marmon Link and Renew’s objectives and market trends with a focus on pioneering the aftersales and services market to create value for our customers and identify new market opportunities, potential partnerships, and innovative business models that drive revenue growth.
• Lead simplification, harmonization, and optimizations across systems, locations, and functions
• In partnership with the date science team, analyze complex business situations and performance metrics to identify areas for improvement and implement strategies to optimize team performance.
• Build relationships with key stakeholders, including cross functional leadership teams (operations, marketing, finance), customers, suppliers, and industry partners, to support business growth initiatives.

Who You Are:

You display a relentless customer focus, capturing the voice of the customer, market trends, and create a culture where the team delivers on their commitments. You simplify, improve and automate processes to eliminate waste, increase productivity, and add value for our customers