Job DescriptionThe RoleMidmark is seeking a Vice President of Customer Engagement to lead and advance our enterprise customer engagement strategy. This executive will position customer experience and service capabilities as strategic business functions that strengthen customer relationships, improve retention and lifetime value, create competitive differentiation, and contribute to sustainable, profitable growth.
The Vice President will lead across Customer Experience, Service Operations, Voice of the Customer, and Hospitality, establishing an integrated strategy that improves the customer journey and long-term customer value across Midmark businesses. Partnering closely with executive and business unit leadership, this role will connect customer insights, operational performance, digital capabilities, talent, and investment priorities to enterprise growth objectives.
This role is located at our corporate headquarters (Versailles, OH) with an in-office expectation of 4 days/week.
What You'll LeadEnterprise Customer Engagement Strategy- Develop and execute Midmark's enterprise Customer Engagement strategy across Customer Experience, Service Operations, Voice of the Customer, and Hospitality.
- Align priorities, governance, and investment roadmaps with customer retention, lifetime value, competitive differentiation, and sustainable profitable growth.
- Partner with business unit and executive leaders to identify systemic customer issues, market opportunities, service risks, and enterprise capability needs.
- Strengthen customer engagement as a source of competitive differentiation and growth.
Customer Experience & Voice of the Customer- Lead the enterprise customer journey and Voice of the Customer strategy across businesses, channels, and touchpoints.
- Leverage NPS, customer effort, satisfaction, customer feedback, and closed-loop improvement processes to strengthen strategic customer relationships.
- Establish enterprise performance measures connecting customer engagement outcomes with retention, lifetime value, loyalty, financial performance, digital adoption, service operations, and organizational effectiveness.
- Use customer and business insights to prioritize continuous improvement and investment.
Service Excellence & Customer Value- Provide executive leadership for customer-facing and service operations.
- Establish strategies that improve service excellence, responsiveness, resolution effectiveness, customer uptime, service attachment, loyalty, retention, and long-term customer value.
- Balance customer outcomes, operational effectiveness, competitive differentiation, and financial performance.
Digital Transformation & Innovation- Lead the transformation of customer engagement capabilities through digital, self-service, automation, and AI-enabled experiences.
- Advance capabilities that improve customer outcomes, operational scalability, and sustainable growth.
- Connect digital customer engagement capabilities with broader enterprise performance objectives.
Organizational & Financial Leadership- Develop operating budgets, workforce plans, resource allocation strategies, and organizational capabilities required to deliver Customer Engagement objectives.
- Build organizational capability through leadership development, succession planning, and talent management.
- Establish performance measures and use business and customer insights to guide priorities and investments.
Strategic Customer & Hospitality Experiences- Provide strategic oversight of Midmark's hospitality operations and customer advisory activities.
- Leverage these experiences to deepen strategic customer relationships, reinforce brand differentiation, and advance commercial objectives.
- Represent Customer Engagement through enterprise committees, industry associations, and customer advisory activities, as appropriate.
What We're Looking ForEducation & Experience- Bachelor's degree in Business, Marketing, Operations, Technology, or a related field, or equivalent combination of education and experience.
- 15+ years of progressive leadership experience across customer experience, customer service, commercial operations, service operations, digital transformation, hospitality, or related functions.
- Master's degree preferred.
- Experience leading large, multifunctional organizations, enterprise strategy development, organizational transformation, workforce planning, and cross-functional initiatives.
- Experience within healthcare, medical technology, manufacturing, distribution, or another complex service environment preferred.
Skills & Competencies- Expert knowledge of enterprise customer experience strategy and operating model design.
- Expert knowledge of service operations and customer support leadership.
- Expert knowledge of Voice of the Customer, customer loyalty, retention, lifetime value, and customer journey management.
- Strong knowledge of CRM platforms, digital customer engagement technologies, self-service, automation, and artificial intelligence.
- Strong financial management, budgeting, performance measurement, and customer engagement measurement capabilities.
- Strong knowledge of organizational design, talent development, and succession planning.
- Understanding of commercial operations, strategic customer relationships, and channel partner relationships.
- Executive-level leadership, communication, and stakeholder influence skills.
- Experience leading change and enterprise transformation.
Leadership ScopeThis executive leads through a team of managers and has full responsibility for personnel decisions, including hiring, performance management, and termination. The Vice President establishes the strategic direction, priorities, and goals for the Customer Engagement function.
