Director, Client Experience

Role Overview

• Develop and execute a comprehensive client experience strategy that supports long-term business growth and differentiates the company in the retail, grocery, dollar and drug sectors.
• Direct responsibility for the Client Experience department budget.
• Optimize resource allocation and ensure the department meets annual financial and productivity targets.
• Drive the continuous improvement of internal processes and the adoption of scalable technologies to improve service delivery and operational margins.
• Drive the strategic evolution of omnichannel support models, ensuring a frictionless client experience across both traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays.
• Lead, mentor, develop, and hold accountable a team of Client Experience Managers.
• Ensure consistent application of management standards and performance metrics across the entire department.
• Orchestrate a department-wide talent plan, focusing on succession planning for management roles and ensuring a culture of ongoing professional development.
• Oversee the collection and analysis of client data
• both subjective and objective
• and business reviews to proactively identify market patterns and internal vulnerabilities.
• Serve as the ultimate point of escalation for critical client issues.
• Act as the "voice of the customer" at the leadership level to influence product development, production, and corporate strategy.
• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes
• Oxley Act 2002 Section 404.

Requirements

• Bachelor’s Degree in business, marketing or similar field is required; MBA or advanced degree preferred.
• Minimum of 10+ years of progressive leadership experience in client relations, account management, or operations, preferably in a service or manufacturing environment required.
• Advanced crisis management skills with the ability to remain calm and decisive under high-pressure, 24/7 operational demands.
• Deep understanding of the retail landscape (grocery, drug, dollar, mass merchandise) and the digital identification/labeling industry is highly desirable.
• Excellent interpersonal, written and verbal communication skills are required.
• Exceptional ability to influence executives and external stakeholders through data-driven storytelling and professional presentation.
• Proficiency in Helpdesk systems, project management software, and enterprise-level resource planning tools.
• Proven track record of managing managers and leading large, multi-tiered teams.
• Ability to embody and reflect Avery Dennison’s core values.