Customer Experience Enablement Director

10 hours ago

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

We are seeking a highly skilled and experienced Customer Experience Enablement Director to join our team at Acuity Brands. As a key member of our global CX team, you will play a critical role in driving customer satisfaction and loyalty across our organization.

Key Responsibilities
  • Develop and implement customer experience strategies that align with our global standards.
  • Lead continuous improvement efforts to enhance the quality of customer interactions through process improvements and leveraging feedback and performance data.
  • Manage and select customer experience tools and technologies that support superior customer experience delivery.
  • Collaborate with regional directors to standardize customer experience practices and ensure consistent application across all markets.
  • Develop and provide training resources to enhance the skills and effectiveness of customer-facing teams across the company.
  • Establish and monitor key performance indicators (KPIs) for customer experience across regions, ensuring targets are met or exceeded.
Requirements
  • Bachelor's degree in business administration, marketing, communications, or a related field.
  • 10+ years of 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.
About Us

Acuity Brands is a leading provider of lighting and building management solutions. We are committed to delivering exceptional customer experiences and driving innovation in the industry.

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