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Customer Experience Enablement Director

Il y a 3 mois

Lyon, Auvergne-Rhône-Alpes, France ACUITY BRANDS LIGHTING, INC Temps plein

Position Overview:

As the Customer Experience Enablement Director, you will spearhead our global initiatives aimed at enhancing customer interactions. This pivotal role necessitates collaboration with regional leaders to ensure a consistently exceptional customer experience across all sectors. You will oversee the continuous enhancement of customer engagement strategies, the selection of relevant tools, and the execution of customer experience initiatives.

Key Responsibilities:

  • Strategy Execution: Manage the implementation of customer experience strategies across diverse regions, ensuring alignment with global standards.
  • Ongoing Enhancement: Drive continuous improvement initiatives to elevate the quality of customer interactions, utilizing feedback and performance metrics.
  • Tool Selection and Management: Identify and implement tools and technologies that facilitate superior customer experience delivery.
  • Collaboration with Regional Leaders: Partner with regional directors to standardize customer experience practices and ensure consistent application across all markets.
  • Training and Development: Create and provide training resources to improve the skills and effectiveness of customer-facing teams.
  • Performance Monitoring: Establish and track key performance indicators (KPIs) for customer experience, ensuring targets are achieved. Lead monthly KPI meetings and leverage our continuous improvement program to enhance CX delivery.
  • Stakeholder Communication: Act as the primary contact for all customer experience initiatives, facilitating communication among cross-functional teams for cohesive strategy execution.
  • Customer Experience Program Management: Oversee our customer experience program and the 100% customer satisfaction initiative, optimizing survey responses and customer feedback through our CX platform.

Required Qualifications:

  • Bachelor's degree in business administration, marketing, communications, or a related field.
  • Over 10 years of relevant experience.
  • Proven background in customer experience roles, ideally within the building management systems or related sectors.
  • Demonstrated success in enhancing customer experience on a global scale.
  • Strong knowledge of customer experience technologies and platforms.
  • Excellent communication and interpersonal skills, with the ability to influence and build relationships at all organizational levels.
  • Strategic mindset with a commitment to customer satisfaction.
  • Leadership capabilities to drive company-wide initiatives.
  • Highly organized, capable of managing multiple priorities in a dynamic environment.
  • Analytical approach focused on deriving insights from customer experience data.

Preferred Qualifications:

  • Bilingual proficiency in English and French.

Additional Requirements:

  • Valid passport for travel purposes.

This position is part of a global recruitment system, and the information provided will be subject to applicable laws.