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CHIEF EXPERIENCE OFFICER/COO

Lanham, MD

$280k-$320k

Position Highlights

CSP has partnered with a growing local distribution company to identify a Chief Experience Officer (CXO) in the greater Washington, DC/Central Maryland area. This executive will lead and transform the end-to-end customer journey, with a strong emphasis on distribution operations and e-commerce enablement.

This is a critical executive leadership role at the intersection of customer experience, operations, and technology. The CXO will own the full lifecycle of the customer journey from initial engagement through quoting, ordering, fulfillment, and post-sale support, ensuring a seamless, scalable, and best-in-class experience.

  • Define and execute a customer experience strategy that drives satisfaction, retention, and long-term value
  • Lead the design and optimization of a sales-led, solution-oriented customer journey
  • Own the end-to-end order experience, improving accuracy, visibility, and communication while reducing friction
  • Drive ecommerce transformation, including self-service capabilities, punchout integrations, and digital buying experiences
  • Partner cross-functionally across sales, operations, and technology to align execution and scale growth
  • Lead technology modernization efforts (ecommerce platforms, CRM, ERP, AI-enabled tools) from a business perspective
  • Build operational discipline and infrastructure to support scalable growth in a complex distribution environment, including drop-ship models
  • Develop and lead high-performing teams while maintaining strong service levels and operational continuity
  • 10+ years of senior leadership experience in distribution or adjacent industries
  • Proven success transforming customer experience end to end, including systems, processes, and teams
  • Strong background in ecommerce strategy and execution within a B2B distribution environment
  • Experience leading or influencing digital transformation initiatives (ERP, CRM, ecommerce platforms)
  • Deep understanding of order management, fulfillment, and supplier coordination, especially in hybrid or drop-ship models
  • Demonstrated ability to scale operations and support significant revenue growth
  • Strategic, data-driven leader with strong cross-functional influence and financial acumen

 For more information, contact Jackie Obrecht at jobrecht@chesapeakesearchpartners.com or apply below.