The Sr. Director of Customer Experience is responsible for defining the strategic direction of Bennington's customer experience and overseeing its successful execution. This leader will oversee our dealer support, customer service and quality teams and is accountable for delivering a world class experience to our dealers and end users.

• Set the overall vision and strategic plan for the Customer Experience organization

• Lead and develop the Customer Experience teams

• Clearly define and communicate roles and responsibilities to direct reports, including managers

• Review customer service scores and analyze customer feedback data to make actionable recommendations for product or process changes that will improve the customer experience

• Assist managers in setting priorities for their teams and drive successful execution

• Expand upon existing processes and standards to ensure Bennington is delivering value and a world class customer experience during all touch points

• In conjunction with the senior leadership team, identify, maintain and report on daily, weekly, monthly and annual metrics that accurately measure the Company's Customer Experience performance versus stated objectives. Identify areas for improvement and work with functional leaders to develop improvement initiatives.

• Sets clear goals for Customer Experience teams and holds employees accountable for deliverables as well as policy adherence

• Creates a positive and engaging culture that provides continuous feedback, support and empowerment

• Evaluate the performance of assigned team members, provide regular feedback, prepare employee evaluations, and prepare/participate in coaching/counseling sessions

• Assist in talent selection and succession planning for Customer Experience leadership development