Director of Customer Experience

About the job

Fencing Supply Group (FSG) is now the leading North American distributor of fencing and outdoor living products, serving professional contractors across residential, commercial, industrial and agricultural markets, with over 80 locations nationwide.

Fencing Supply Group (FSG) is the premier wholesale distributor of fencing and outdoor living products and supplies in the United States. Our group of industry leading serve professional contractors who provide new, improvement, repair and access control services across residential, industrial, commercial, and infrastructure end markets. Current FSG companies include ADC Manufacturing, Atlantic Fence Supply, Binford Supply, Capitol Wholesale Fence, Cedar Supply, Fence & Deck Supply, Fence Supply Inc., Hartford Fence Supply, Merchants Metals, Pro Access Systems, Sharon Fence Distributors, Specialty Fence Wholesale Jacksonville, B & B Wholesale Fence, and Vinyl By Design.

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

• Lead, mentor, and develop a geographically dispersed customer support organization, including remote regional support personnel and the Provo-based CSR team.
• Build a high-performance culture centered around accountability, responsiveness, collaboration, and customer advocacy.
• Establish clear roles, responsibilities, KPI expectations, and performance management processes for all team members.
• Recruit, train, and develop talent to support future organizational growth.
• Create career development paths and succession planning within the customer experience organization.

Customer Journey & Service Excellence

• Analyze the customer journey from lead intake and quoting through order fulfillment and post-sale support.
• Identify customer pain points and operational gaps, then implement solutions that improve the overall customer experience.
• Ensure customers, branches, and sales teams receive timely, professional, and proactive communication throughout the sales and fulfillment process.
• Partner with leadership to improve quote follow-up processes and conversion performance

KPI Management & Data-Driven Execution

Develop and manage KPIs and reporting dashboards related to:

• Quote turnaround times
• Quote conversion rates
• Customer response times
• Order accuracy
• Customer satisfaction
• Team productivity and service levels
• Utilize data and analytics to identify trends, measure performance, and drive continuous improvement initiatives.
• Provide regular operational and customer experience reporting to senior leadership.

Cross-Functional Collaboration

• Partner closely with Sales, Operations, Marketing, Product Management, and Branch Leadership to ensure alignment and execution consistency.
• Serve as a key liaison between customer service operations and field sales teams to improve communication and customer outcomes.
• Advocate for the customer perspective in organizational planning and decision-making

Qualifications

• 5+ years of leadership experience in customer service, customer experience, operations, or related business functions.
• Proven success leading process improvement and organizational change initiatives.
• Experience managing remote teams and multi-site customer support organizations.
• Strong operational mindset with the ability to build scalable processes and drive accountability.
• Excellent leadership, communication, coaching, and interpersonal skills.
• Strong analytical and problem-solving capabilities with a data-driven management style.
• Experience with CRM and ERP systems preferred (Salesforce, Odoo, Infor, or similar platforms).
• Experience in building materials, distribution, manufacturing, or contractor-focused industries strongly preferred.

What Success Looks Like

• Faster and more consistent quote turnaround times
• Improved quote-to-order conversion rates
• Increased customer satisfaction and responsiveness
• Standardized processes and communication across all regions
• Stronger collaboration between branches, sales, and customer support teams
• A scalable customer experience organization capable of supporting aggressive national growth