Director, CX Enablement

at  Acuity Brands

Distech Controls’ success and reputation are fueled by our world-class team of employees. We look for qualified individuals who are striving to succeed and that wish to actively contribute to our continued growth. Distech Controls values its team members and offers them a modern, motivating work environment, and competitive salaries and benefits.

SKILLS AND MINIMUM EXPERIENCE REQUIRED

• Bachelor’s degree in business administration, Marketing, Communications, or a related field.
• 10+ years of experience
• Proven 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

WHAT WILL BE YOUR ROLE?

As the Distech Controls CX Enablement Director, you will enable our global customer experience initiatives. This strategic role involves working closely with regional directors to ensure that our customer experience is consistently excellent across all areas. The CX Enablement Director will be responsible for continuous improvement, management, selection of customer experience tools, and overseeing the execution of CX strategies. You will work directly with the CX Directors to create scalable processes focused on increasing productivity and efficiency as well as build customer experience best practices.

WHAT WILL YOU DO?

• CX Strategy Implementation: Oversee the delivery of customer experience strategies across various regions, ensuring alignment with global standards.
• Continuous Improvement: Lead ongoing efforts to enhance the quality of customer interactions through process improvements, leveraging feedback and performance data.
• Tools Management and Selection: Identify, evaluate, and implement tools and technologies that support superior customer experience delivery.
• Regional Collaboration: Work closely with Regional Directors to standardize customer experience practices and ensure consistent application across all markets.
• Training and Development: Develop and provide training resources to enhance the skills and effectiveness of customer-facing teams across the company.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) for customer experience across regions, ensuring targets are met or exceeded. Lead the global and local monthly KPI meetings and proactively use our continuous improvement program to help the teams improve on their CX delivery.
• Stakeholder Engagement: Serve as the primary point of contact for all CX-related initiatives. Facilitate communication between cross-functional teams to ensure cohesive execution of strategies.
• Customer Experience Program: Manage our customer experience program and the 100% customer satisfaction program. Manage our Qualtris CX platform to optimize our survey responses and the voice of customers.