Director of Customer Experience

We are looking for a strategic customer experience leader to guide brand perception, client engagement, and service excellence for our Houston, Texas team. This role is ideal for someone who can balance growth-focused marketing with responsive issue resolution, especially in environments serving diverse stakeholder groups. The successful candidate will strengthen customer loyalty, elevate educational product messaging, and build confidence with clients when service disruptions occur.

Responsibilities:
• Lead customer experience and brand initiatives that improve satisfaction, retention, and long-term account value across the Houston, Texas market.
• Shape marketing strategies for educational products, including textbook-related materials, to ensure messaging resonates with business customers and end users.
• Direct service recovery efforts when shipping or delivery issues arise, ensuring concerns are resolved quickly and customer confidence is restored.
• Manage relationships across varied audiences, balancing the needs of clients, internal teams, sales partners, and operational stakeholders at the same time.
• Rebuild trust with customers through thoughtful communication, consistent follow-through, and solutions that address underlying service concerns.
• Use digital marketing and analytics insights to refine outreach efforts, measure engagement, and strengthen brand awareness.
• Partner with sales and operations leadership to align customer experience goals with revenue growth, account development, and service performance.
• Oversee customer experience strategies that connect support, branding, and business development into a unified client journey.• At least 5 years of experience in customer experience, brand leadership, marketing, or related commercial roles.
• Background promoting educational materials, with strong preference for experience supporting textbook-focused products or programs.
• Demonstrated success handling customer escalations and resolving service issues related to missed, delayed, or incorrect deliveries.
• Proven ability to work effectively with multiple stakeholder groups and competing priorities in a fast-paced environment.
• Experience restoring damaged client relationships and rebuilding trust after service challenges.
• Strong knowledge of digital marketing, B2B marketing, brand development, and customer experience strategy.
• Ability to interpret performance data and analytics, including tools such as Google Analytics, to support decision-making.
• Familiarity with sales operations, business development, and cross-functional planning that supports growth objectives.