Senior Manager, Content Planning

2 months ago

Québec, Quebec, Canada ACUITY BRANDS LIGHTING, INC Full time
Job Title: Senior Manager, Content Planning

Distech Controls Inc., a leading provider of building automation solutions, is seeking a Senior Manager, Content Planning to lead our comprehensive customer support operations worldwide.

Job Summary:

The Senior Manager, Content Planning will be responsible for 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, including technical support, customer service, and inside sales.
  • Establish and maintain a successful customer-focused culture at Distech Controls that directly impacts the success of the overall organization.
  • Directly manage regional CX Directors, setting regional goals and ensuring consistent high-quality customer experience across all markets.
  • Manage the CX Enablement Director to ensure the deployment of effective tools and strategies that enhance customer interactions.
  • Build and maintain a high-performance management team, hire and mentor new talent, and provide career development planning and opportunities.
  • Develop and track key performance indicators (KPIs) for all aspects of customer support and experience, using data-driven insights to drive improvements and report on success to executive leadership.
  • Establish and enforce consistent standards and processes across all customer-facing teams to ensure a unified approach to customer service.
  • Serve as the main point of contact for all matters related to customer support, collaborating with other senior leaders to integrate customer support with broader business strategies.
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.
  • Exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.
Preferred Skills and Experience:

Bilingual French and English: To serve clients and external service providers across Canada and USA.

Other:
  • Valid passport for travelling.

Distech Controls Inc. is owned by Acuity Brands Lighting, Inc., which shares 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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