Vice President of Customer Experience

Our client is hiring a Vice President of Customer Experience to lead customer service, account support, issue resolution, and customer retention across a building equipment and industrial services environment. This role will focus on improving the customer journey from first contact through service delivery, equipment support, and long-term relationship management.

The ideal candidate understands customer-facing operations in equipment, rental, distribution, service, or industrial environments. This person should be able to lead teams, improve service standards, and help the business deliver a consistent, professional customer experience.

Key Responsibilities

• Lead customer experience strategy across service, account support, issue resolution, and communication processes.
• Improve customer satisfaction, response times, service consistency, and retention.
• Work closely with sales, service, warehouse, and administration teams to resolve customer issues.
• Develop customer service standards, escalation processes, and performance metrics.
• Support large account relationships and help resolve complex customer concerns.
• Coach and develop customer-facing employees and department leaders.
• Use customer feedback, reporting, and performance data to identify improvement opportunities.

Requirements

Minimum of 6 years of leadership experience in customer experience, customer service, account support, equipment service, rental, distribution, or related industries.

Experience leading customer-facing teams in a commercial or industrial environment.

Strong understanding of service delivery, customer retention, and issue resolution.

Ability to work cross-functionally with sales, operations, service, and administrative teams.

Strong communication, coaching, and problem-solving skills.

Experience using CRM systems, service platforms, or business reporting tools.

Background in building equipment, construction equipment, industrial equipment, or similar sectors preferred.

Benefits

Competitive salary: $110,000 to $130,000, depending on experience.

Performance-based bonus potential.

401(k) plan.

Health, dental, vision, and disability insurance.

Paid time off and holidays.

Leadership role with direct impact on customer retention and service quality.

Keller is a recruitment agency that provides services to clients ranging from startups and non profits to multinational corporations. Keller emphasizes ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes.

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