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Director, Customer Experience Enablement

2 months ago

Brossard, Quebec, Canada Acuity Brands Full time
About the Role

We are seeking a highly experienced and strategic Director to lead our Customer Experience Enablement initiatives. As a key member of our team, you will be responsible for driving the development and implementation of customer-centric strategies across our global operations.

Key Responsibilities
  • 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.
  • 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.
Requirements
  • Education: Bachelor's degree in business administration, marketing, communications, or a related field.
  • Experience: 10+ years of experience in customer experience roles, preferably in the building management systems (BMS) or related industry.
  • Skills: 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.
  • Preferred Skills: Bilingual in English and French.