Director of Customer Experience

Job Description

Description 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