About Mohawk Industries

Mohawk Industries stands as the world's largest flooring company, a global powerhouse in the manufacturing sector with over 40,000 dedicated employees across multiple continents. Headquartered in Calhoun, Georgia, Mohawk produces innovative carpet, hardwood, laminate, tile, and stone flooring solutions that grace homes, offices, and commercial spaces worldwide. With annual revenues exceeding $11 billion, the company dominates the North American market while expanding its footprint in Europe, Asia, and beyond. Mohawk's commitment to sustainability is evident in its industry-leading recycling programs, having diverted billions of pounds of waste from landfills. As a Sr Director Customer Experience - Commercial candidate, you'll join a legacy of excellence, contributing to a brand trusted by architects, designers, and businesses globally. Search terms like 'Mohawk Industries careers' and 'flooring industry jobs Calhoun GA' lead top talent to opportunities like this senior leadership role.

Role Overview

The Sr Director Customer Experience - Commercial at Mohawk Industries is a pivotal leadership position based in Calhoun, Georgia, focused on elevating the customer journey for commercial clients in the flooring sector. This role demands a strategic visionary to spearhead CX initiatives that boost satisfaction, retention, and revenue growth. Reporting to executive leadership, you'll oversee programs impacting architects, contractors, distributors, and end-users in commercial projects. Ideal for seasoned professionals with manufacturing experience, this full-time position offers a platform to influence Mohawk's market dominance. Keywords like 'senior customer experience director jobs' and 'commercial CX roles Georgia' align perfectly with this high-impact opportunity at the world's top flooring manufacturer.

Key Responsibilities

In this role, you'll drive transformative change across Mohawk's commercial customer base. Key responsibilities include:

• Designing and implementing a comprehensive customer experience strategy tailored to commercial segments, including B2B sales channels and large-scale projects.
• Leading a high-performing CX team, fostering a culture of innovation and accountability to deliver measurable results.
• Leveraging data analytics tools to uncover customer insights, identify pain points, and optimize touchpoints from inquiry to installation.
• Partnering with sales, product development, and supply chain teams to ensure seamless experiences that differentiate Mohawk in competitive bids.
• Tracking and reporting on critical KPIs such as Net Promoter Score (NPS), customer lifetime value, and churn rates to inform executive decisions.

These duties position you at the forefront of 'customer experience management in manufacturing' and 'commercial flooring CX strategies'.

Daily Impact

Expect a dynamic mix of strategic planning, team leadership, and stakeholder engagement, ensuring Mohawk's commercial customers receive unparalleled service.

Qualifications & Requirements

To excel as Sr Director Customer Experience - Commercial, candidates must bring:

• A Bachelor's degree in Business Administration, Marketing, or a related discipline; MBA preferred.
• 10+ years of progressive experience in customer experience, commercial operations, or related fields, ideally within manufacturing or flooring industries.
• Demonstrated senior leadership success, managing cross-functional teams and multimillion-dollar budgets.
• Expertise in CX platforms (e.g., Salesforce, Qualtrics), data analytics, and customer journey mapping.
• Strong communication skills for C-suite interactions and a results-oriented mindset.

Prior exposure to B2B commercial environments in Georgia or the Southeast US is highly valued for this Calhoun-based role. SEO terms like 'qualifications for CX director manufacturing' draw qualified applicants.

Benefits & Perks

Mohawk Industries rewards top talent with an exceptional package:

• Competitive base salary estimated at $220,000-$350,000, plus performance incentives and equity opportunities.
• Comprehensive medical, dental, and vision coverage with low premiums.
• Generous 401(k) matching up to 6%, supporting long-term financial security.
• Unlimited PTO policy, paid parental leave, and flexible work arrangements.
• Tuition reimbursement, leadership training, and wellness programs including gym memberships.

Relocation assistance is available for Calhoun, GA moves, enhancing appeal for 'Mohawk benefits package' searches.

Career Growth & Training

Mohawk invests in your future with robust development programs. Advance through leadership academies, mentorship pairings, and global rotations. Access online learning platforms and industry certifications in CX and analytics. High performers fast-track to VP roles, with 70% of executives promoted internally. This role offers visibility for broader impact in 'career growth at Mohawk Industries'.

Why Join Mohawk

Choose Mohawk for stability, innovation, and influence in the $150B+ global flooring market. Work in a collaborative Calhoun campus with modern facilities, enjoy community involvement, and contribute to sustainable practices. As the largest player, Mohawk offers unmatched scale for 'manufacturing leadership careers Georgia'.

Role FAQs

What is the work schedule for Sr Director Customer Experience - Commercial?

This full-time role follows a standard 40-hour week with flexibility for hybrid arrangements in Calhoun, GA, accommodating travel to client sites or corporate offices.

What are the main skills needed for this Mohawk role?

Key skills include CX strategy, leadership, data analytics, commercial acumen, and cross-functional collaboration, with manufacturing experience preferred.

Is relocation support provided for this position?

Yes, Mohawk offers comprehensive relocation packages for qualified candidates moving to Calhoun, Georgia.

What experience level is required?

10+ years in CX or commercial roles, with senior leadership proven in B2B environments like flooring or manufacturing.