Customer Experience Manager – Assa Abloy

Application due 2021-10-04

• 
  Customer Service & Contact Center Operations
• 
  Mid-senior level
• 
  Milan, Tennessee, United States

Are you looking to for a new challenge within the Customer Service area – where you can show your passion for customer relations and excellence every single day? Maybe this job as a Customer Experience Manager in Milan, TN is the right opportunity for you!

Ceco Door is a leading manufacturer of essential steel door and frame openings for healthcare, institutional, commercial and industrial construction. We produce strong and secure steel doors and frames to meet the full range of safety, security, and aesthetic requirements for any project. We supply a full line of quality custom and standard hollow metal doors and frames for new and retrofit construction projects for critical infrastructure, healthcare, commercial and educational markets

As our Customer Experience Manager you will design & approve the customer experience by analyzing feedback, and understanding each customer’s requirements. This role will be primary in increasing customer loyalty & satisfaction thru strategic programs, processes and thru technology tools in order to improve the ease of doing business with Ceco.

What you will be doing

• Define and implement yearly top initiatives for the Ceco customer service team, ensuring optimal customer experience.
• Collaborate with corporate and other resources to facilitate the NPS and initiate & deliver the annual report out on NPS (Net Promoter Score) results for Ceco.
• Analyze and interpret customer interactions data to identify requirements and information that is useful in optimizing customer experience.
• Utilize and leverage ecommerce tools for improving customer experience and keeping informed of industry trends and new customer relationship management (CRM) technology.
• Align customer experience strategies with marketing initiatives along with participating in monthly Door Group Champions call to inform sales support teams of updates to online customer platforms.
• Working with the ASSA ABLOY Connect team to optimize the customer portal for Door Group customers and better execution of information.
• Lead and conduct monthly Customer Experience Council.
• Assure the most current trends and strategies in customer experience are part of our everyday team topics

What we are looking for

• High School diploma or equivalent required. Post High School education or specialized training in applicable program will be an advantage.
• Excellent project management and analytical skills
• Strong communication skills, both verbal and written
• Confident, articulate, and professional presentation skills, via virtual and in person settings
• Strong interpersonal skills including the ability to interact effectively and influence at all levels of the organization
• Prior experience in Customer Experience (CX) initiatives related to Customer Service, Digital Marketing, eBusiness/eCommerce, Technical Support are a plus
• Ability to motivate and lead a team toward company goals and objectives
• Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook). Proficiency in web applications, Microsoft Access & Microsoft Project is a plus.

AADG, Inc. is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 50,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.