CX Enablement Director

2 months ago

Brossard, Quebec, Canada ACUITY BRANDS LIGHTING, INC Full time

About the Role

The CX Enablement Director will play a critical role in driving the success of our customer experience initiatives at Acuity Brands Lighting, Inc. As a key member of our team, you will be responsible for developing and implementing strategies to enhance the quality of customer interactions across various regions.

Key Responsibilities

  • CX Strategy Implementation: Oversee the delivery of customer experience strategies across various regions, ensuring alignment with global standards and company objectives.
  • Continuous Improvement: Lead ongoing efforts to enhance the quality of customer interactions through process improvements, leveraging feedback and performance data to drive business growth.
  • Tools Management and Selection: Identify, evaluate, and implement tools and technologies that support superior customer experience delivery, ensuring seamless integration with our existing systems.
  • Training and Development: Develop and provide training resources to enhance the skills and effectiveness of customer-facing teams across the company, aligning with our business objectives.
  • Performance Metrics: Establish and monitor key performance indicators (KPIs) for customer experience across regions, ensuring targets are met or exceeded and providing actionable insights for improvement.
  • Customer Experience Program: Manage our customer experience program and the 100% customer satisfaction program, leveraging data-driven insights to optimize our survey responses and the voice of customers.

Requirements

  • Education: Bachelor's degree in business administration, Marketing, Communications, or a related field.
  • Skills and Experience: 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, and bilingual French and English skills to serve clients and external service providers across Canada and USA.
  • Additional Requirements: Valid passport for traveling and ability to work in a dynamic, global environment.

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