HF Custom Solutions - Director of Customer Experience

HF Custom Solutions is a promotional product company based out of Fort Worth, Texas. We take exceptional pride in the personalized service we offer our customers as we help their brands take shape. We have access to thousands of different products, so chances are, if our customers can dream it, we can make it!
The HF mission is to get to know each customer on a personal level, present creative ideas, and always offer a solution no matter the challenge. HF cares about each customer and the communities where they operate. We are a collection of creative, trustworthy, and caring individuals who will work as hard as we can to make our customers look amazing. We are not order takers—we are partners.

At HF, our culture is very important to us and every team member plays an important role in shaping who we are.  Our devotion to culture helped us earn recognition as a “Best Place to Work” in Fort Worth, and we work hard to live up to this honor.  We have a genuine interest in helping each other and having fun while doing it!  We celebrate wins, practice gratitude, respect others, create clear pathways and take pride in our work by activating our seven core values:

• Support
• Honesty
• Teamwork
• Fun
• Balance
• Hard Work
• Creativity

Learn more about us:  HFCustomSolutions.com

Do you remember the last time you talked to Customer Service and they made you feel like you were the most important person in the world?  Isn’t this how it’s supposed to be done?

HF Custom Solutions is looking for a natural born “People Person” who wants to take charge, never settle, and who wants to work for a company that will truly appreciate all they bring to the table.  We are adding a Director of Customer Experience to take us to the next level.  Don’t expect this job to be routine or ordinary. This is a team of highly motivated business builders—you won’t find any slackers here! 

This position will report directly to our CEO, Joe Brown, and will lead a team of approximately seven people (four direct reports). This person will lead our account management team, work with our network of vendors, and uphold our exceptionally high customer service standards as we grow. While this position does not have a sales quota, it does require a relationship-driven sales mindset and sales leadership skills. 

This will be a highly social role interfacing with customers and suppliers, coaching and mentoring the sales team, and proactively resolving problems before they happen.  Since face time is such an important part of this role (both with our customers and with our team), this position is considered an “on-site” role with the majority of time spent in our Fort Worth office and some time spent visiting local customers.

Our ideal Director of Customer Experience will have considerable self-confidence, persuasive communication skills, and a strong entrepreneurial spirit.  There won’t be any micro-managing here; we want to hire someone who is ready to own this role, and we want to set you up for success.  If you love delighting customers and inspiring your team with motivational leadership, we would love to meet you!

• Lead the customer experience team to grow our business by delighting our customers.
• Contribute to the company’s overall revenue goals by retaining and expanding customer accounts through coaching and mentoring the team on proactive best practices.
• Develop a high degree of accountability toward goal achievement by providing ongoing feedback and motivational leadership.
• Own the customer experience and convert customer challenges into wins to minimize the amount of time Joe spends on account management so he can drive new sales.
• Lead vendor relationship management (our vendors are our partners, too!)
• Be a champion of the “right” kind of business, for example, guiding the team toward adhering to minimum order quantities.
• Be an ambassador of our culture both inside and outside the company by exemplifying our core values.

• 7+ years of experience in highly social, in-person customer-focused roles, including experience leading small teams (fewer than 10 people)
• Experience that demonstrates successful leadership of others (this could be in the form of promotions, recognition or awards, or personal references from direct reports)
• Any type of professional training in leadership, sales, and/or customer experience is a plus
• A Bachelor’s degree is a plus, although we also appreciate alternative forms of learning and development
• Experience that demonstrates the skills and character traits that follow 

• Highly social, natural born “People Person” who loves serving others, building a business, and contributing to team goals
• Self-confident, takes ownership, and earns trust and credibility easily from leadership, peers, and direct reports
• Compelling, engaging, and persuasive communication skills
• Adept at “reading the room” and tailoring communication style to the circumstance and audience
• Ability to proactively understand customer wants and needs, get to the heart of a problem, and develop outcomes where everybody wins
• Natural inclination toward viewing challenging situations as puzzles to solve
• Propensity to develop creative ideas with delightful, feasible outcomes
• Inclination to take responsibility, self-manage, and be very hands-on in doing whatever needs to be done to push toward outcomes

HF offers excellent health insurance options, a retirement plan, generous holidays and vacation, personal and professional development opportunities, and multiple off-site team events throughout the year to celebrate, plan, and spend time together. We also offer branded items to our employees so they can enjoy the products we sell! 

We value diversity and commit to making hiring decisions based on the skills and traits needed to be successful in this role.  We are an equal opportunity employer and we welcome your application!