Director, Customer Experience - Strategic Factory : Job Details

DescriptionStrategic Factory, Maryland's premier single-point provider for print, signage, branding, and marketing, is seeking an innovative and customer-centric Director of Customer Experience . In this leadership role, you will shape and elevate the end-to-end customer journey, ensuring every client touchpoint reflects our commitment to excellence and our “Can Do,” “Will Do,” and “Happy To” culture. You'll support and influence a passionate team dedicated to building lasting relationships and delivering solutions that exceed expectations in the graphic communications industry.RequirementsKey Responsibilities:Leadership & StrategyDevelop and execute a comprehensive customer experience strategy aligned with Strategic Factory's mission, values, and business goals; anchor that strategy through team leaders, as well as through direct coaching of reps, and by establishing repeatable processes.Inspire project management teams across our verticals, promoting a collaborative and service-focused environment.Champion a company-wide culture of client obsession, empowering teams to deliver best-in-class service.Support and improve people, process and technology.Customer Journey ManagementOwn and continuously improve the entire customer lifecycle—from first contact to project delivery and beyond.Implement feedback loops and voice-of-customer programs to drive insight-based decisions.Ensure a seamless experience across all channels (phone, email, web, in-person).Operational ExcellenceMonitor and manage performance metrics (e.g., NPS, CSAT, QSAT) and regular internal reporting to assess and improve service quality.Collaborate with sales, production, design, and marketing teams to ensure aligned, efficient processes that support the customer experience.Standardize service delivery practices and ensure team adherence to quality and response time standards.Technology & InnovationMake suggestions for the optimization of our systems and processes (including CRM, reporting and internal procedures).Leverage data analytics and customer feedback to identify trends, resolve pain points, and enhance the experience.Stay ahead of industry trends in customer experience and bring innovative ideas to the table.PeoplePartner with Vertical leaders and Human Resources to hire, train, and develop high-performing team members who reflect our values and commitment to excellence.Qualifications:Bachelor's degree in Business, Marketing, Communications, or a related field is preferred8+ years of progressive experience in customer experience or customer service, including 3+ years in a leadership capacity.Deep understanding of the unique needs and expectations of clients in a service industry is required.Experience specifically in the print and marketing services sector (print, signage, branding, or marketing) strongly preferred.Proven ability to lead cross-functional initiatives and manage complex customer journeys.Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer insight tools (e.g. dashboards, Microsoft BI).Experience with omni-channel client support (in-person, email, chat, web, phone) and customer lifecycle management.Why Work for Strategic Factory?Financial stability. Start with a competitive base salary and earn promotions based on positive performance and measurable results.Massive advancement opportunities. Join a rapidly growing company that's poised to double in size in the next three years.Gorgeous work environment. Have you seen our building? Work alongside skilled professionals in our state-of-the-art facility.Strategic benefits. Our comprehensive package includes health care, 401k, vacation and sick time, paid holidays, and other unique benefit options.Uber-talented team members. Prepare to be inspired as you work alongside the very best and brightest talent the industry has to offer.Engaging company culture. We may work hard, but we play hard, too! We host a variety of fun, team building activities throughout the year.Strategic Factory is an Equal Opportunity Employer#J-18808-Ljbffr