Director of Customer Experience

Position Overview

Fencing Supply Group is seeking a strategic, process-driven, and people-focused Director of Customer Experience to lead the evolution of our customer support organization. This role will be responsible for developing scalable customer service processes, improving operational execution, and creating a best-in-class customer experience across all touchpoints.

The ideal candidate is both a strategic thinker and hands-on leader who thrives in a fast-paced distribution environment. This individual will lead a multi-function support organization that includes:

· Regional remote Customer Service Representatives

· Provo, Utah-based CSR and quoting teams

· Outbound quote follow-up and customer engagement specialists

This leader will play a critical role in aligning customer service, sales, operations, and branch teams while driving accountability, process improvement, communication standards, and KPI performance across the organization.

Key Responsibilities

Strategic Leadership & Process Improvement

• Develop and execute a scalable customer experience strategy aligned with FSG’s growth objectives and operational priorities.
• Lead process improvement initiatives focused on quote turnaround time, order accuracy, communication standards, service consistency, and overall customer satisfaction.
• Evaluate existing workflows and implement standardized SOPs, tools, and accountability measures across customer support functions.
• Drive organizational change management initiatives that improve efficiency, responsiveness, and customer outcomes.
• Identify opportunities to leverage technology, CRM systems, automation, and reporting tools to improve team effectiveness and visibility.

Team Leadership & Organizational Development

• Lead, mentor, and develop a geographically dispersed customer support organization, including remote regional support personnel and the Provo-based CSR team.
• Build a high-performance culture centered around accountability, responsiveness, collaboration, and customer advocacy.
• Establish clear roles, responsibilities, KPI expectations, and performance management processes for all team members.
• Recruit, train, and develop talent to support future organizational growth.
• Create career development paths and succession planning within the customer experience organization.

Customer Journey & Service Excellence

• Analyze the customer journey from lead intake and quoting through order fulfillment and post-sale support.
• Identify customer pain points and operational gaps, then implement solutions that improve the overall customer experience.
• Ensure customers, branches, and sales teams receive timely, professional, and proactive communication throughout the sales and fulfillment process.
• Partner with leadership to improve quote follow-up processes and conversion performance

KPI Management & Data-Driven Execution

Develop and manage KPIs and reporting dashboards related to:

• Quote turnaround times
• Quote conversion rates
• Customer response times
• Order accuracy
• Customer satisfaction
• Team productivity and service levels
• Utilize data and analytics to identify trends, measure performance, and drive continuous improvement initiatives.
• Provide regular operational and customer experience reporting to senior leadership.

Cross-Functional Collaboration

• Partner closely with Sales, Operations, Marketing, Product Management, and Branch Leadership to ensure alignment and execution consistency.
• Serve as a key liaison between customer service operations and field sales teams to improve communication and customer outcomes.
• Advocate for the customer perspective in organizational planning and decision-making

 Qualifications

• 5+ years of leadership experience in customer service, customer experience, operations, or related business functions.
• Proven success leading process improvement and organizational change initiatives.
• Experience managing remote teams and multi-site customer support organizations.
• Strong operational mindset with the ability to build scalable processes and drive accountability.
• Excellent leadership, communication, coaching, and interpersonal skills.
• Strong analytical and problem-solving capabilities with a data-driven management style.
• Experience with CRM and ERP systems preferred (Salesforce, Odoo, Infor, or similar platforms).
• Experience in building materials, distribution, manufacturing, or contractor-focused industries strongly preferred.

What Success Looks Like

• Faster and more consistent quote turnaround times
• Improved quote-to-order conversion rates
• Increased customer satisfaction and responsiveness
• Standardized processes and communication across all regions
• Stronger collaboration between branches, sales, and customer support teams
• A scalable customer experience organization capable of supporting aggressive national growth
• Seniority Level Mid-Senior level
• Industry 
  • Parts Distribution
• Employment Type Full-time
• Job Functions 
  • Customer Service
• Skills 
  • Customer Support
  • Customer Experience
  • Customer Relationship Management (CRM)
  • Service Operations
  • Sales
  • Customer Engagement
  • Coaching
  • Multi-Site