Customer Experience Director

Customer Experience Director – ASSA ABLOY Group

Position:
Customer Experience Director.

Location:

Ceco Door, Milan, TN. Reporting to:
General Manager. Level: Director.

This newly created role is positioned on par with the Director of Operations and provides a high‑ 또한 impact leadership opportunity with visibility across the business.

You will define and build the Ceco brand in the market by leveraging customer‑facing intelligence and delivering a clear, consistent, and compelling value proposition.

• Lead and align all customer‑facing functions—Customer Service, OAE, Pricing, and Claims—to deliver a consistent and elevated customer experience.
• Own and continuously improve Net Promoter Score (NPS) and other customer experience metrics.
• Establish customer experience as a brand‑defining element of doing business with Ceco.
• Gather, analyze, and synthesize customer insights to inform branding, positioning, and overall business strategy.
• Translate customer intelligence into clear, actionable recommendations that influence leadership decisions and market approach.
• Partner closely with Operations, Sales, and other functional leaders to embed customer experience across the organization.
• Act as a visible change agent, driving alignment, accountability, and continuous improvement across teams.
• Foster a customer‑first culture grounded in empathy, consistency, and operational excellence.
• Lead, develop, and inspire teams while influencing outcomes across a broader matrixed organization.
• Ensure compliance with all federal, state, local regulations, company policies webshop, and the ASSA ABLOY Code of Conduct.
• Travel as needed to support customer engagement and business priorities.

• Bachelor’s degree in Business, Marketing, Communications, or a related field (MBA or advanced degree preferred).
• 7+ years of experience in Customer Experience, Customer Success, Operations, or related leadership roles.
• Demonstrated success leading customer‑facing teams and cross‑functional initiatives.
• Strong industry knowledge—ideally from large general contracting firms or roles interfacing with owners, architects, designers, and builders.
• Proven ability to gather, analyze, and filter customer data to inform strategy and decision‑making.
• Strong business acumen and operational understanding, with the ability to think broadly about enterprise impact.
• Exceptional relationship‑building and communication skills; confident, engaging, and comfortable influencing at senior levels.
• Experience owning and improving NPS or similar customer loyalty metrics.
• Strategic mindset with the ability to balance vision and execution.
• Marketing or brand development experience (beyond traditional marketing functions) is a plus.
• Background in manufacturing, commercial construction, or B2B environments is a plus.
• Experience working in fast‑paced, complex organizations with high visibility is a plus.

• Competitive salary
• Paid vacation, sick time, and company holidays
• Medical, dental, vision, short‑ and long‑term disability, life and AD&D insurance
• 401(kSprites program with company contributions
• Tuition reimbursement байдаг learning and career development opportunities
• Flexible spending
• Employee assistance program
• Discount portal
• Recognition, well‑being, and employee experience programs designed to support and celebrate you throughout your career

We review applications regularly, so don’t wait. If you have any questions about the role or the process, email Stephanie Mandato, Senior Talent Acquisition Manager at st
.

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.