Hiring: Head of Customer Experience Company: Stord Location: Atlanta, GA Job Posted Time: 2026-09-10 11:55:50 Employment Type: Contract Target Skills & Keywords : ELT, Salesforce About the job Experience: •12+ years in Customer Experience, Account Management, or Success Leadership, with at least 5 years in a "Manager of Managers" capacity within a high-growth environment. •At least 5 years in a "Manager of Managers" capacity within a high-growth environment. Required Skills: •As the Head of Customer Experience, you are the strategic visionary responsible for the end-to-end customer journey and the long-term health of our global enterprise portfolio. •Reporting directly to the Vice President of Customer Experience, you will bridge the gap between high-level business strategy and operational execution. •Lead a high-impact organization of Directors and Managers, fostering a culture of radical customer-centricity and commercial rigor. •You are responsible for succession planning and developing the next generation of CX leadership. Qualifications: •Commercial Mastery: Proven track record of managing multi-million dollar portfolios and successfully navigating high-stakes contract negotiations and renewals. •Analytical Rigor: Ability to transform complex data sets into actionable strategies that improve Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and Gross/Net Retention. •Operational Excellence: Deep understanding of the "Integrations and Implementations" lifecycle—you understand that a great customer experience begins long before the first order is shipped. •Influence & Presence: Exceptional communication skills with the ability to influence internal executive stakeholders and external C-suite clients. •Strategic Growth Mindset: A history of identifying "white space" within existing accounts to drive upsell/cross-sell opportunities in collaboration with Sales teams. •Demonstrated capacity to travel up to 50% domestically to our customer or network sites. •Domain Expertise: Deep background in Supply Chain, 3PL, Warehouse Fulfillment, or Global Ecommerce. •Transformation Experience: Proven ability to lead teams through periods of significant organizational change or business transformation. •Tech Savvy: Advanced proficiency in CRM ecosystems (Salesforce/Gainsight) and data visualization tools (Tableau/PowerBI). Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!