Job Description

• Lead the customer experience strategy across all channels and locations, ensuring a consistent, high-quality experience throughout the customer journey.
• Manage the customer feedback and survey program, analyze insights, and drive improvement initiatives with clear accountability and measurable results.
• Establish and monitor customer communication standards, including proactive updates, callback compliance, issue resolution, and escalation processes to enhance customer satisfaction.
• Improve customer processes by identifying and removing friction, enhancing data quality, streamlining workflows, and strengthening cross-functional collaboration.
• Standardize and scale customer-facing processes while driving adoption and engagement of digital platforms, including Parts.Cat.Com, Cat Central, and VisionLink.
• Support customer events, trade shows, and facility visits to strengthen brand presence, ensure consistent retail merchandising and signage, and identify opportunities to enhance the overall customer experience.

RECOMMENDED QUALIFICATIONS:

• 7–12+ years in customer experience, operations, or digital transformation roles
• Strong communication, relationship-building, and collaboration skills, with the ability to influence outcomes, facilitate discussions, resolve issues, and effectively engage customers and cross-functional stakeholders.
• Highly organized and analytical professional with strong problem-solving abilities, capable of managing multiple priorities, adapting to change, leveraging technology and data, and driving continuous improvement while maintaining professionalism and integrity.
• Experience leading cross-functional process improvements in branch-based, field service, or customer-focused environments.
• Proficiency with CRM/ERP systems (Dynamics preferred), customer feedback programs, and data reporting tools such as Power BI to drive insights and business decisions.

Equal Opportunity Employer

Foley, Incorporated does not discriminate against any person applying for employment based on race, color, sex, age, religion, national origin or citizenship status, physical or mental disability, marital status, sexual orientation, gender identity, status as a covered Veteran, or any other legally protected status.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60.300.5(a) and 41 CFR 60.741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of disability and protected veteran status, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities and protected veterans.