Senior Director Global Customer Support

2 months ago

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

We are seeking a highly experienced Senior Director Global Customer Support to lead our comprehensive customer support operations worldwide. This pivotal role encompasses overseeing the overall customer experience, managing technical support, customer service, and inside sales teams, and ensuring the strategic alignment of our customer experience initiatives across all regions.

Key Responsibilities
  • Provide strategic leadership across global support teams, ensuring alignment with the company's objectives and customer-centric culture.
  • Establish and maintain a successful customer-focused culture at Distech Controls that directly impacts the success of the overall organization.
  • Represent the voice and interests of customers when driving strategic initiatives.
  • Manage regional CX Directors, setting regional goals and ensuring consistent high-quality customer experience across all markets.
  • Oversee CX Enablement, ensuring the deployment of effective tools and strategies that enhance customer interactions.
  • Develop and track key performance indicators (KPIs) for all aspects of customer support and experience.
  • Establish and enforce consistent standards and processes across all customer-facing teams to ensure a unified approach to customer service.
Requirements
  • Bachelor's degree in business administration, management, or a related field.
  • Minimum 10 years of experience in customer support or service management, with at least 5 years in a senior leadership role overseeing large, distributed teams.
  • Demonstrated ability to manage multiple teams across different disciplines and geographies.
  • Strong leadership skills, with a proven track record of developing high-performing teams.
  • Excellent communication and interpersonal skills, capable of working with diverse teams and stakeholders.
  • Strategic thinker with a strong operational focus.
  • Exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.
  • High level of integrity and dependability with a strong sense of urgency and results-orientation.
  • Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.
Preferred Qualifications
  • Bilingual in English and French.
About Us

Distech Controls Inc. is owned by Acuity Brands Lighting, Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.

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