Global Director of Customer Experience

3 days ago


Atlanta, Georgia, United States Janus International Group Full time
Job Title: Global Director of Customer Experience

Overview:

The Global Director of Customer Experience is a critical role that oversees all aspects of JBIs global customer service policies, objectives, and initiatives. This position plays a pivotal role in shaping the strategy for all customer interactions, engagement, and life cycle management.

Key Responsibilities:
  • Develop and implement a global customer service strategy that aligns with the company's goals and objectives.
  • Play a critical role in shaping the strategy for all customer interactions, engagement, and life cycle management.
  • Manage customer service leads and ensure the utilization of best practices and success of processes and procedures.
  • Recruit, train, coach, and develop the strategy of the customer service team.
  • Own policies, processes, and procedures that ensure effortless customer experiences and consistent, high-quality interactions.
  • Establish performance metrics, service levels, and compliance requirements for objectively measuring the customer service department and employee performance.
  • Influence the strategic plans and priorities of internal/external partners to ensure delivery of customer service efficiencies and resolutions to customer/agent pain points.
  • Oversee intercompany transactions and related processes for the cross utilization of global JBI products and resources.
  • Act as the voice of the customer, championing changes and improvements across the customer experience and delivering insights to the broader business.
  • Identify opportunities to improve customer service processes and implement changes as needed.
  • Help scale the organization, working with regional leadership to ensure a globally consistent standard of excellence across our product offerings.
  • Review volume and type of incoming tickets/claims to notify related departments of business anomalies.
  • Analyze customer data to identify trends and develop strategies to improve customer satisfaction and retention.
  • Create and maintain a global customer service playbook that outlines best practices and standard operating procedures.
Qualifications:
  • Bachelor's degree or equivalent work experience required.
  • Ten or more years of experience in Customer Service, Consulting, Sales, or related field, preferably for a global company.
  • Exceptional client management and communication skills and willingness to travel as needed.
  • Experience working with SalesForce.com and other CRM tools a plus.
  • Strong presentation, meeting facilitation, written communication, and time management skills required.
  • Product knowledge and experience in storage, commercial doors, and access control.
  • Intermediate computer skills required, including MS Office Products.
  • Ability to communicate by telephone in a clear and professional manner required.


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