Company Bio:

Our client is a pioneering compostable packaging company dedicated to providing environmentally friendly packaging solutions specifically tailored for quick-service restaurants in New York. As they continue to grow and influence the market towards sustainable practices, they are seeking a Director of Client Experience to ensure the highest standards of customer satisfaction and engagement. This role will be central to maintaining and enhancing the company’s reputation, reporting directly to the Chief Operating Officer and leading a dedicated team of five.


  • Develop and implement comprehensive client experience strategies that align with the company’s mission and operational goals.
  • Lead and manage a team of five client experience professionals, setting clear objectives, providing ongoing training, and fostering a collaborative and supportive environment.
  • Serve as the voice of the customer within the organization, ensuring client feedback is heard and acted upon to improve products, services, and overall customer satisfaction.
  • Establish robust systems and processes for tracking and analyzing customer interactions, feedback, and satisfaction metrics.
  • Collaborate with the sales, marketing, and product development teams to ensure a cohesive and integrated approach to customer service and product offerings.
  • Develop and maintain strong relationships with key clients, particularly in the quick-service restaurant industry, understanding their needs and challenges to provide tailored solutions.
  • Oversee the resolution of client issues and complaints, ensuring they are addressed promptly and effectively to maintain trust and loyalty.
  • Drive initiatives to enhance customer loyalty and retention, including loyalty programs, customer appreciation events, and feedback sessions.
  • Prepare and present regular reports to the COO and executive team on client experience metrics, insights, and improvement plans.
  • Stay abreast of industry trends and best practices in client experience, bringing innovative ideas and approaches to continually enhance the company’s service offerings.


  • Proven experience in a client experience leadership role, preferably within the packaging or related industry.
  • Strong leadership skills with experience managing and developing teams.
  • Excellent communication and interpersonal abilities, with a talent for building relationships and understanding client needs.
  • Deep understanding of client experience best practices and metrics, with a data-driven approach to decision-making and strategy development.
  • Demonstrated ability to resolve issues effectively and improve customer satisfaction.
  • Experience in the compostable or sustainable packaging industry is a plus, as is familiarity with the quick-service restaurant sector.
  • Innovative thinker with a commitment to environmental sustainability and customer service excellence.

If you think you would be a good match, we would love to meet you. Please fill out our application form.