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Brossard, Canada Acuity Brands Full timeLe succès et la réputation de Distech Controls sont alimentés par notre équipe d'employés de classe mondiale. Nous recherchons des personnes qualifiées qui s'efforcent de réussir et qui souhaitent contribuer activement à notre croissance continue. Distech Controls apprécie les membres de son équipe et leur offre un environnement de travail...
Director, CX Enablement
3 months ago
Distech Controls’ success and reputation are fueled by our world-class team of employees. We look for qualified individuals who are striving to succeed and that wish to actively contribute to our continued growth. Distech Controls values its team members and offers them a modern, motivating work environment, and competitive salaries and benefits.
Who is Distech Controls?
Distech Controls is a Canadian-based company located in Brossard, on the South Shore of Montreal (QC), with a European headquarter in Brignais (Lyon), France. We are proud to be part of the Acuity Brands family since 2015. Our mission is to connect people with intelligent building solutions for better health, better space, better efficiencies through our forward-thinking technologies and services. Our passion for innovation, quality and sustainability guides our business on a daily basis, as we light the way to a brilliant, productive and connected world.
Why Work for Distech Controls?
- Dynamic workplace
- Open minded company
- Fast-paced company
- Modern work environment designed for our employees
- Indoor and outdoor bistro areas, lounges, coffee stations
- Extensive benefits, including annual performance bonus, group insurance and retirement plan
- 5 floating days and 3 weeks’ vacation (prorated) from year one
- Reward programs
- LEED-Certified building
- Foosball and ping-pong tables
- On-site gym
- Daily fresh fruit
- Hot and cold beverages stations
- Accessible transportation services including OPUS card reader onsite
- Deep frozen meal prepared by culinary chefs
What will be your role?
As the Distech Controls CX Enablement Director, you will enable our global customer experience initiatives. This strategic role involves working closely with regional directors to ensure that our customer experience is consistently excellent across all areas. The CX Enablement Director will be responsible for continuous improvement, management, selection of customer experience tools, and overseeing the execution of CX strategies. You will work directly with the CX Directors to create scalable processes focused on increasing productivity and efficiency as well as build customer experience best practices.
What will you do?
- CX Strategy Implementation: Oversee the delivery of customer experience strategies across various regions, ensuring alignment with global standards.
- Continuous Improvement: Lead ongoing efforts to enhance the quality of customer interactions through process improvements, leveraging feedback and performance data.
- Tools Management and Selection: Identify, evaluate, and implement tools and technologies that support superior customer experience delivery.
- Regional Collaboration: Work closely with Regional Directors to standardize customer experience practices and ensure consistent application across all markets.
- Training and Development: Develop and provide training resources to enhance the skills and effectiveness of customer-facing teams across the company.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) for customer experience across regions, ensuring targets are met or exceeded. Lead the global and local monthly KPI meetings and proactively use our continuous improvement program to help the teams improve on their CX delivery.
- Stakeholder Engagement: Serve as the primary point of contact for all CX-related initiatives. Facilitate communication between cross-functional teams to ensure cohesive execution of strategies.
- Customer Experience Program: Manage our customer experience program and the 100% customer satisfaction program. Manage our Qualtris CX platform to optimize our survey responses and the voice of customers.
Skills and Minimum Experience Required
- Bachelor’s degree in business administration, Marketing, Communications, or a related field.
- 10+ years of experience
- Proven experience in customer experience roles, preferably in the BMS or related industry.
- Proven track record of enhancing customer experience in a global context.
- Strong proficiency in CX technologies and platforms.
- Exceptional communication and interpersonal skills, with a proven ability to influence and build relationships at all levels of an organization.
- Strategic thinker with a passion for customer satisfaction.
- Strong leadership skills and the ability to drive company-wide change.
- Highly organized with an ability to manage multiple priorities in a fast-paced environment.
- Analytical mindset with a focus on generating insights from customer experience data.
Preferred Skills and Experience
- Bilingual in English and French
Other
- Valid passport for travelling.
