Position Summary

To deliver on our long-term plan ambition of continued above-industry growth, we are establishing a new role to further elevate the customer experience. The Director, Customer Excellence & Insights will lead the development and execution of a customer experience strategy that drives satisfaction, retention, and revenue growth. Reporting to the Vice President, Sales & Partner Development, this role champions a customer-first culture, establishes and oversees a Commercial Enablement Centre, leads the Customer Service organization, and ensures seamless collaboration across departments. Acting as the bridge between internal teams and customer needs, the Director builds strong relationships internally and externally, resolves issues proactively, and ensures a consistent, high-value experience at every touchpoint.

Responsibilities include defining service standards, managing KPIs, analyzing customer insights, and implementing process improvements to elevate service delivery.

Key Responsibilities

1. Strategic Leadership:

• Develop and execute a comprehensive customer experience strategy aligned with overall business goals.
• Champion a customer-centric culture and act as a change agent champion across the organization.
• Analyze customer feedback and data to identify areas for improvement and innovation.
• Identify and implement initiatives that drive customer satisfaction, retention, and loyalty.

2. Team Management and Development:

• Lead, mentor and develop a high-performing customer service team that delivers exceptional customer experience and contributes to long-term business growth.

• Champion change initiatives that strengthen customer focus, adaptability and external orientation.
• Establish and oversee the Commercial Enablement Centre to support cross-functional project transitions and commercial readiness. Example: the project management of onboarding new business/new customers

• Ensure individuals and teams have the resources, training, and support needed to achieve success.

3. Cross-Functional Collaboration:

• Working closely with sales, engineering, quality, product development, and other teams to deliver a seamless end-to-end customer journey.

• Define and enforce service level agreements (SLAs) for all customer-facing interaction, including quality responses and trip reports, with performance tracking and reporting.
• Advocate for the customer's perspective within the organization.
• Drive internal alignment and accountability to continually elevate customer service excellence differentiating Polytainers from the competition.

4. Customer Relationship Management:

• Build and maintain strong relationships with key customer stakeholders to understand their needs, challenges, and goals.
• Manage and resolve customer quality issues in collaboration with the Corporate Quality Manager, ensuring thorough and timely responses.
• Lead Commercial Enablement and assist with the onboarding of new customers and business transitions (new business) that ensure clarity and speed.
• Facilitate regular business reviews to ensure ongoing customer satisfaction.
• Refine our Services Matrix and ensure adoption throughout the organization.
• Collaboration with frontline service teams (customer service, technical support, etc.) to align service delivery with customer experience strategies.

5. Performance Measurement and Continuous Improvement:

• Establish and monitor KPIs tied to customer satisfaction, service delivery, and experience outcomes.
• Analyze data to identify trends and areas for improvement.
• Identify and implement process improvements that align with operational excellence and long-term customer success.

6. Insights

• Annually analyze IRI data to provide insights and trends
• Lead the quarterly Competitor SWOT review to inform strategy and uncover areas for innovation
• Facilitate the Customer Satisfaction Survey to strengthen engagement and identify improvement opportunities.

Qualifications

• Bachelor’s degree in Business, Engineering, or a related field (MBA or Six Sigma certification preferred).
• 10+ years of experience in commercial operations, customer service, or customer-facing leadership roles—preferably in manufacturing or packaging.
• Demonstrated expertise in managing customer relationships, onboarding programs, and resolving complex customer issues.
• Experience in quality issue resolution processes including root cause, CAPA, and customer-facing communication.
• Familiarity with ERP and CRM systems (SAP, Salesforce), and project management tools.
• Exceptional interpersonal, analytical, and cross-functional collaboration skills.

Key Competencies

• Customer Relationship Management
• Strategic Planning and Execution
• Customer Onboarding & Integration
• Cross-functional Collaboration
• Communication & Negotiation
• Team leadership and development
• Continuous Improvement Culture
• Problem solving and Issue resolution
• Market and Competitive insights

Polytainers is proud to be an Equal Employment Opportunity employer. Polytainers is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. Polytainers is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs.