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Director

Company: Milliken and Company
Location: Spartanburg
Posted on: May 3, 2021

Job Description:

Headquartered in Spartanburg, South Carolina, Milliken & Company is a global, innovative, industrial diversified manufacturing company that has been exploring, discovering, and creating ways to enhance peoples lives since 1865. With expertise across a breadth of disciplines including specialty chemical, floor covering, and performance materials, the company works around the world every day to add true value to peoples lives, improve health and safety, and help make our world more sustainable. Milliken has long led the way for "knowledge-based" investment, employing over 100 PhDs, and has accumulated over 2,200 U.S. patents and more than 5,000 patents worldwide. Milliken is widely acknowledged as an international leader in research technology, innovation, and customer service. With over 35 manufacturing facilities located in the U.S., U.K., Belgium, France, China, India, Mexico, and Australia, and other sales and service operations throughout the Americas, Europe and Asia, Milliken's more than 7,000 associates work to deliver innovations that do good for the world, create new experiences, and build for the future.

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Job Title: Director of Customer Experience (CX)

Job Summary:

As the Director of Customer Experience (CX), you will serve as the voice of the customer, leveraging data/insights to elevate and modernize the end-to-end customer experience. You will develop the customer experience strategy and multi-year digital roadmap that will help the organization to deliver on our business growth goals. You will put in place the strategic frameworks to reduce friction and inefficiencies in the current customer journeys and make us future-ready by gaining alignment on the digital infrastructure that will support future customer needs. You will develop business cases for digital investment, process improvement, marketing investment, new product development, and other strategic initiatives. Perhaps most importantly, you will be a change agent, leveraging data and insights to collaborate with colleagues globally. This role will be part of the newly created CX shared services team and reports into the Vice President of Customer Experience and Marketing Operations.

Job Responsibilities:

  • Create the strategic frameworks including customer journey mapping and customer segmentation/personas to enable better understanding our customers needs and wants
  • Partner with IT to develop an integrated customer experience digital eco-system roadmap
  • Build effective relationships across Divisions to gain alignment, coordinate initiatives and leverage the scale of One Milliken
  • Play a key role in the Enterprise CRM implementation by assessing diverse existing sales processes across the company to drive improvement and synergy
  • Leverage customer relationship and transactional surveys to educate the organization on how Milliken performs relative to industry benchmarks (e.g., Net Promotor Score)
  • Establish an Insights Committee made up of subject matter experts across the company that meet monthly to discuss, prioritize and help execute key initiatives
  • Develop a cohesive KPI dashboard with key customer experience metrics and share ad hoc analysis with the organization
  • Draft repeatable processes supported by clear templates/frameworks that are consistent across the organization
  • Build a culture of accountability and passionately advocate for ways to improve our customer experience

Job Qualifications:

  • 10+ years of proven success in customer experience, including customer journey mapping,sales, marketing and customer service processes and best practices
  • Bachelor's Degree required, Masters preferred
  • Comprehensive understanding of the customer experience digital ecosystem (CRM, DXP, My Account, CPQ, Marketing Automation, eCommerce)
  • Excellent verbal and written communication skills, with emphasis on PowerPoint and data visualization; Ability to clearly and succinctly tell a story by synthesizing insights and communicating them effectively in senior management meetings
  • B2B experience and Six Sigma training a plus but not required
  • Highly strategic thinker with the ability to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams
  • Client orientation with a natural disposition towards collaboration and providing excellent service

Milliken & Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.

Keywords: Milliken and Company, Spartanburg , Director, Other , Spartanburg, South Carolina

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