Sr. Director of Customer Experience

About Culligan Quench

Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year.  We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/

About Culligan

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com. 

Values: 5Cs

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what's right

Consistently deliver exceptional results

Culligan Quench is seeking a strategic, analytically-minded Senior Director of Customer Experience to drive high-impact initiatives that reduce churn as part of our ongoing Customer Experience improvement efforts. This is a high-visibility, high-impact role responsible for critical elements of the customer journey, particularly focused on improvements within the Customer and Field Service teams. The primary focus of this role will be partnering with the SVP of Customer and Field Service as well as other executives to quickly frame complex problems, analyze data to uncover insights, align stakeholders around a clear path forward, and lead execution to deliver measurable results. In addition, this leader will own the Customer Portal, a vital self-serve channel for our current and future customer engagement, as well as our NPS program to receive, respond, and improve upon real-time feedback from customers. This portion of the role will involve defining and refining the platform vision, managing external technical teams, partnering with internal IT teams, and seeing through execution. Finally, this leader will drive service revenue, helping to grow this $11M revenue line.  

 

As part of that ongoing execution, this leader should be familiar with the Strategic Deployment Process (SDP) including defining KPIs, building out action plans which will enable execution of the strategic initiatives within the SDP, and tracking progress across stakeholders against those defined plans. In addition to the various strategic initiatives which will emerge in this role, a key ongoing responsibility will be leading the build out and evolution of our customer portal, a vital self-service channel for customer support, billing and payment, and consumables ordering.  

 

The role will require strong cross-functional collaboration, an ability to influence at all levels, exceptional attention to detail, and management of a supporting team. This position will report to the SVP of Customer and Field Service, with frequent direct exposure to the President, Culligan Quench ELT, as well as the Culligan executive team. 

 

Responsibilities  

- Lead cross-functional strategic initiatives that drive Service revenue growth, improve retention, and enhance customer experience across the full customer lifecycle 

- Identify and define new opportunities through analytics, BI tools, and root cause analysis – including partnering with Service leadership to outline requirements for data collection, partnership with IT to obtain that data on a repeatable basis, and ensure consistent and accurate reporting 

- Serve as the business owner of the customer portal, NPS, and Service Revenue; define roadmaps, prioritize features, and drive adoption. 

- Build detailed action plans with clear milestones and KPIs; ensure timely execution and measurable impact across teams 

- Act as a thought partner to Service leadership team as well as other executive team members as relevant, influencing customer experience strategy through structured problem-solving and insights 

- Lead the management of the business system and cadence for Customer and Field Service to ensure monthly delivery of the organization’s annual goals and objectives 

- Serve as the lead for emerging CX initiatives, regularly shifting focus to the company’s most important opportunities 

- Collaborate closely with Customer and Field Service, Sales & Marketing, Product, Supply Chain, and IT teams to continually improve the customer journey 

Core capabilities  

- Strategic Thinking: Ability to synthesize complex data, analyze the underlying root cause, and ambiguous inputs into clear recommendations and roadmaps 

- Execution Excellence: Detail-oriented project manager who consistently builds, manages, and delivers impactful action plans tied to critical initiatives 

- Customer-Centric Mindset: Passionate about improving customer satisfaction, retention, and engagement through an excellent customer experience 

- Cross-Functional Influence: Skilled at aligning and mobilizing teams across functions without direct authority, working through ambiguity as needed 

- Initiative & Ownership: Self-starter with high-energy and a bias toward action; comfortable working resiliently and independently in a fast-paced environment 

- Executive Presence: Able to confidently engage senior leaders and communicate with clarity and influence 

- Integrity: Honest, integrity-driven in all facets of the role, owning and learning from mistakes 

 

Preferred experience: 

- Minimum of 10 years of business experience 

- Background in strategy consulting, PE or investment banking preferred 

- Proven track record in developing and executing strategic initiatives focused on customer experience and retention to drive business growth  

- Experience in managing complex projects with multiple stakeholders 

- BA/BS degree. Advanced degree and/or MBA desirable. 

Beware of fake job offers falsely claiming affiliation with our company.

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• Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.

• Official emails are from our domain. Our approved emails will come from @quenchwater.com.

Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at jobs@quenchwater.com

 

We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Equal Opportunity Employer

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