Magid · 19 hours ago
Vice President Customer Experience
Romeoville, IL
Full-time
Onsite
Director/Executive
$150K/yr - $230K/yr
10+ years expMagid Glove and Safety is a leading manufacturer and distributor of safety products. They are seeking a Vice President of Customer Experience who will develop and execute a customer experience strategy while fostering a culture of collaboration and accountability across departments.
Consumer Goods
Responsibilities
Develop and execute a forward-looking customer experience strategy that not only delivers excellence today but also builds the foundation to scale and grow with Magid’s future needs
Establish and monitor meaningful metrics to measure customer satisfaction, team performance, and the organization’s ability to support sustainable growth
Deliver insights from customer data and feedback across all service departments, using these to shape business decisions and drive continuous learning in service quality
Standardize core processes and partner with IT to design and implement technology solutions that improve efficiency, enhance responsiveness, and strengthen the overall customer journey
Partner with the executive team to address systemic challenges that create barriers for customers or impede accurate, timely order fulfillment
Analyze historical performance and market trends to anticipate future needs, ensuring CX capabilities, staffing, and resources are aligned to support sales growth and evolving customer expectations
Ensure all CX teams are equipped with the right tools, training, and resources to consistently deliver on business objectives and customer commitments
Foster a strong OneMagid culture that inspires collaboration, accountability, and engagement, creating an environment where people can do their best work
Build and develop a high-performing, future-ready team with clear succession plans to ensure long-term organizational strength and leadership continuity
Qualification
Required
Deep commitment to fostering a customer-first culture across departments that also empowers team members to thrive
Experience implementing process improvements and technology solutions to enhance efficiency, service quality, and scalability
Experience designing and scaling customer experience initiatives
Analytical and data-driven decision-maker with the ability to use customer insights and trends to inform business strategy
Skilled at executive-level collaboration, influencing cross-functional peers, and resolving systemic challenges that impact customer experience
Ability to balance customer satisfaction with operational and financial objectives
Expertise in order fulfillment, logistics coordination, and customer service operations
Experience with service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics (e.g., NPS, CSAT, CES)
Strong track record of building, scaling, and leading high-performing teams, including succession planning and leadership development
Proven senior level leadership experience in customer experience, customer success, or related functions, ideally in a growth-oriented company
Bachelor's degree required
10+ years of leadership experience in customer experience, client success, or related roles, ideally in manufacturing, logistics, or PPE industries
Proven experience managing customer experience in both B2B and distribution contexts
Strong operational understanding of supply chain and manufacturing processes
Exceptional communication, leadership, and strategic thinking skills
Preferred
MBA or advanced degree preferred
Benefits
Health, dental, vision, life and disability insurance
Bonus plan
401k retirement plan with company match
Company provided Profit Sharing
Participation in Magid's Flexible Time Off (FTO) Policy
9 Paid Holidays
Company
Magid
As your true partner in safety, our mission is to provide the expertise and revolutionary innovations in PPE that help you keep your workers safe.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase