Global Director of Customer Experience and Operations

5 days ago


Atlanta, Georgia, United States Janus International Group Full time
Job Summary

The Global Director of Customer Experience is a critical role within Janus International Group, responsible for shaping the company's customer service strategy and ensuring seamless interactions across all customer touchpoints.

Key Responsibilities
  • Develop and Implement Customer Service Strategy: Create and execute a comprehensive customer service strategy that aligns with the company's goals and objectives, driving customer satisfaction and loyalty.
  • Lead Customer Service Team: Recruit, train, and develop a high-performing customer service team, ensuring they possess the skills and knowledge to deliver exceptional customer experiences.
  • Manage Customer Service Operations: Oversee the day-to-day operations of the customer service team, ensuring efficient processes and procedures are in place to handle customer inquiries and issues.
  • Analyze Customer Data: Collect and analyze customer data to identify trends and areas for improvement, informing strategic decisions to enhance customer satisfaction and retention.
  • Collaborate with Cross-Functional Teams: Work closely with internal stakeholders to ensure alignment and effective communication across departments, driving a customer-centric approach throughout the organization.
Requirements
  • Education: Bachelor's degree or equivalent work experience required.
  • Experience: Ten or more years of experience in customer service, consulting, sales, or a related field, preferably in a global company.
  • Skills: Exceptional client management and communication skills, with the ability to travel as needed. Experience working with CRM tools and strong presentation, meeting facilitation, written communication, and time management skills required.
  • Product Knowledge: Familiarity with storage, commercial doors, and access control products a plus.
  • Computer Skills: Intermediate computer skills, including MS Office products, required.


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