Senior Customer Experience Governance Manager

Let's introduce ourselves

The Senior Manager – Customer Experience Governance provides leadership, structure, and accountability across the Customer Experience ecosystem. This role ensures that CX ambitions translate into measurable retailer performance, financial outcomes, and sustained premium brand positioning. Serving as the governance anchor between retail operations, regions, retailers and cross-functional leadership, this role drives the definition of standards, alignment of performance frameworks, and incentive linkages that embed customer excellence into retail execution.

This role is located in Mahwah, NJ.

What you'll do

- Establish, evolve, and govern CX Standards and Bonus frameworks, ensuring direct linkage between performance metrics, incentive structures, and experience outcomes.
- Define and oversee enterprise-level CX KPI architecture across national, regional, & retailer functions.
- Lead CX performance management cadence, including scorecards, dashboards, executive reporting, and structured follow-up routines.
- Ensure alignment and execution of long-term CX strategy priorities across markets and business units.
- Serve as the strategic interface between Global Retail Operations and CX, embedding experience excellence into dealer standards, operational reviews, and retail programs.
- Drive governance structure, accountability mechanisms, and cross-functional alignment within the CX ecosystem.
- Provide senior leadership with clear, data-backed insights connecting CX performance to commercial and financial results.
- Benchmark cross-industry best practices and emerging trends to continuously elevate governance standards.
- Partner with regional CX leaders & retailers to cascade standards and KPIs with clarity, consistency, and measurable execution.
- Champion transparency, accountability, and measurable progress toward premium experience leadership.
- Lead CX Retailer Advisory Board & CX Americas Executive Roundtable.

What you'll bring

- 7–10+ years of experience in Customer Experience, retail operations, strategy, performance management, or governance roles.
- Demonstrated experience building KPI frameworks, incentive structures, or enterprise performance management systems.
- Strong understanding of how CX metrics translate into financial and commercial impact.
- Experience working across global and regional matrix organizations.
- Executive presence with ability to influence senior stakeholders.
- Advanced analytical capability; able to synthesize complex data into strategic insight.
- Proven track record of driving accountability across cross-functional environments.
- Strong governance mindset with ability to create structure without slowing execution.
- Exceptional communication skills, both written and verbal.
- Advanced Microsoft Office skills (PowerPoint, Excel, Word).

You might also have:

- Automotive or premium retail experience.
- Background in operational excellence.
- Experience supporting CX transformation initiatives.

Salary Range:
• $127,464 to $200,718
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines