The
Vice President, Client Experience is a senior commercial leader responsible for shaping and delivering an exceptional end-to-end client experience across MCR Safety Group. Reporting to the Senior Vice President of Sales & Marketing, North America, this role brings together client services, sales operations, and commercial operations into a highly coordinated organization focused on making MCR Safety Group easier to do business with and enabling profitable, sustainable growth.
This leader will translate commercial strategy into scalable processes, clear accountability, actionable insights, and consistent service standards across brands, business lines, and sales channels. Serving as a key connection point between clients, sales, operations, supply chain, finance, IT, and other functions, the Vice President will remove barriers, simplify the client journey, and build capabilities that strengthen both client loyalty and commercial performance.
This is an opportunity for an accomplished leader to transform how MCR Safety Group supports its clients while creating a best-in-class commercial support organization positioned for continued growth.
The Vice President, Client Experience will provide strategic leadership across three interconnected areas:
- Client Services: Creating a responsive, consistent, and high-quality service experience throughout the client lifecycle.
- Sales Operations: Equipping the commercial organization with reliable data, disciplined processes, effective systems, and actionable insights.
- Commercial Operations: Establishing effective governance around pricing, contracts, rebates, commissions, incentives, policies, and commercial programs.
The ideal candidate combines a client-first mindset with strong commercial acumen and operational discipline. This individual will be equally comfortable setting strategy, developing leaders, using data to improve performance, simplifying complex processes, leading enterprise change, and stepping into critical client situations when needed.
Salary plus bonus plan eligibility
Responsibilities:Client Experience Strategy & Leadership- Define and execute the enterprise client experience strategy, operating model, service standards, and annual priorities.
- Establish consistent expectations for responsiveness, accuracy, quality, and ease of doing business across client touchpoints.
- Champion a client-first culture while balancing service excellence with operational efficiency and profitable growth.
- Identify recurring client pain points and lead cross-functional initiatives that address root causes and improve the overall experience.
Client Services & Commercial Support- Lead the organizations responsible for Client Services, Sales Administration, Sales Operations, and Commercial Operations.
- Build a high-performing organizational structure with clear roles, decision rights, service expectations, performance measures, and succession plans.
- Optimize the client journey across account setup, quoting, pricing, order processing, EDI/Esker transactions, order status, backorders, returns, credits, claims, and escalations.
- Develop consistent processes, training, and service standards that can scale across businesses and channels.
Sales Operations, Analytics & Insights- Strengthen commercial reporting and analytics across revenue, pipeline, account assignments, pricing, commissions, rebates, client segmentation, and related performance measures.
- Establish strong CRM discipline, data governance, reporting standards, and dashboard capabilities.
- Partner with commercial leadership to turn data into actionable insights that support strategic decisions and growth opportunities.
- Improve the quality, accessibility, and consistency of information used by sales and commercial leaders.
Commercial Governance- Provide leadership and governance for contracts, pricing processes, buying groups, rebates, incentives, commissions, commercial policies, account setup standards, and exceptions.
- Establish clear decision rights and approval processes that support both speed and appropriate commercial controls.
- Ensure commercial programs are consistently administered and aligned with growth, profitability, and organizational objectives.
Client Escalation & Service Recovery- Provide executive leadership for strategic client concerns and high-impact service issues.
- Mobilize the appropriate partners across Sales, Supply Chain, Distribution & Logistics, Finance, IT, Product, and Quality to drive timely resolution.
- Establish root-cause and corrective-action disciplines that prevent recurring service failures and strengthen client confidence.
Technology, Automation & Process Improvement- Sponsor continuous improvement across SAP, Microsoft Dynamics, Power BI, EDI, Esker, client portals, and workflow technologies.
- Identify opportunities to simplify, standardize, and automate commercial and client-facing processes.
- Champion adoption of technology and scalable processes that improve productivity, visibility, data integrity, and the client experience.
Growth & Sales Enablement- Translate the needs of field sales teams, strategic accounts, and commercial leadership into responsive support models, tools, and processes.
- Align service and commercial support resources with strategic account tiers, growth priorities, and business needs.
- Partner with Sales and Marketing leadership to create an environment that enables profitable organic growth and strengthens client retention.
Organizational & Change Leadership- Support strategic transformation initiatives by harmonizing teams, systems, policies, processes, and client touchpoints.
- Lead organizational change while maintaining continuity of service and client confidence.
- Develop a strong leadership pipeline through coaching, talent development, succession planning, and thoughtful organizational design.
- Create a culture of accountability, collaboration, continuous improvement, and measurable results.
Requirements:- Bachelor's degree in business administration, operations, supply chain, marketing, or a related discipline required; equivalent experience may be considered.
- 10+ years of progressive leadership experience spanning client/customer experience, customer service, sales operations, commercial operations, or related B2B functions.
- Significant experience leading multiple functions and developing high-performing teams within a complex organization.
- Demonstrated success integrating or transforming teams, processes, and systems while maintaining strong service delivery.
- Proven ability to improve client experience, operational performance, commercial processes, and cross-functional execution.
- Strong financial and commercial acumen, with knowledge of pricing, contracts, rebates, incentives, commissions, and commercial performance metrics.
- Experience with ERP, CRM, business intelligence, EDI, and workflow technologies; experience with SAP, Microsoft Dynamics, Power BI, and Esker preferred.
- Experience within industrial distribution, manufacturing, PPE/safety products, strategic accounts, or a complex order-to-cash environment preferred.
- Strong analytical and problem-solving skills with the ability to translate data into business decisions and measurable action.
- Excellent executive communication, presentation, negotiation, and influencing skills.
- Demonstrated ability to lead effectively across functions and organizational levels without relying solely on direct authority.
- Experience leading large-scale change, standardization, process improvement, and technology adoption.
The perks of being a Bunzl team member don't stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.
- Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
- Paid Time Off - Vacation, Sick, Holidays and Personal Time
- 401K with generous company match
- Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.
