Bachelor's degree or equivalent relevant experience.
12+ years of progressive leadership in customer experience or related fields.
Proven success in leading senior leaders and cross-functional teams.
Strong business and financial acumen in service and aftermarket sectors.
Experience leveraging technology and data to enhance customer experience.
Responsibilities
Lead customer experience functions including care, dealer support, and warranty.
Set strategy and priorities for the entire ownership journey.
Utilize customer and dealer feedback to drive product and service improvements.
Grow aftermarket business through parts and factory services.
Enhance dealer service and technician training initiatives.
Drive advancements in customer technology and service processes.
Address significant customer issues to protect the Newmar brand.
Benefits
Opportunity to be part of the Executive Leadership Team.
Influence the customer experience strategy at a leading company.
Work in a collaborative environment with cross-industry partnerships.
Engage in continuous improvement initiatives for customer satisfaction.
Develop and mentor a strong leadership team.
Full Job Description
Newmar is seeking a Vice President of Customer Experience to join our team based in Nappanee, IN. The Vice President, Customer Experience is a member of the Newmar Executive Leadership Team and is responsible for the strategy, performance, and continuous improvement of the end-to-end ownership experience. This leader integrates the company's customer experience functions to build loyalty, grow aftermarket value, and protect the Newmar brand. The role uses customer and dealer insights to set priorities, strengthen operational performance, and lead customer-focused transformation across Newmar and Winnebago Industries.
Day to Day of the Role:
Lead Newmar's customer experience functions, including customer care, dealer support, warranty, parts, technical content, factory service, owner engagement, and digital tools.
Set the customer experience strategy and priorities for the full ownership journey.
Use customer and dealer feedback to improve products, services, and business decisions.
Grow the aftermarket business through parts, accessories, factory service, and related owner services.
Strengthen dealer service, technician training, customer education, and owner engagement.
Lead improvements in customer technology, digital tools, and service processes.
Resolve significant customer and reputation issues and protect the Newmar brand.
Build a strong leadership team and partner across Newmar and Winnebago Industries to improve business performance.
Key Attributes
Balances premium customer expectations with operating and financial discipline.
Builds credibility with owners, dealers, associates, and executive leaders.
Makes clear decisions across functional and organizational boundaries.
Leads change while maintaining trust and accountability.
Builds strong leadership teams and develops successors.
Communicates clearly and credibly in internal and external settings.
Education & Experience
Required
Bachelor's degree or equivalent relevant experience.
12 or more years of progressive leadership experience across customer experience, service, warranty, parts, aftermarket, digital, or related functions.
Proven success leading senior leaders, cross-functional teams, and large-scale business transformation.
Strong business and financial experience, including responsibility for growing service, parts, or aftermarket businesses.
Experience using technology, digital tools, and data to improve the customer experience.
Preferred
Relevant graduate degree, such as an MBA.
Experience in manufacturing, durable goods, or a dealer-based industry.
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About Winnebago Industries, Inc.
Winnebago Industries, Inc. is a leading U.S. manufacturer of outdoor lifestyle products under the Winnebago, Grand Design, and Chris-Craft brands, which are used primarily in leisure travel and outdoor recreation activities. The company builds quality motorhomes, travel trailers, fifth wheel products, and boats. Winnebago Industries, Inc. was founded in 1958 and is headquartered in Forest City, Iowa.
