AVP, Customer Experience

POSITION OVERVIEW

dormakaba is seeking an AVP, Customer Experience to join our Customer Service team. This position is responsible for providing vision, leadership, and management necessary to ensure effective fulfilment of the respective goals in terms of service-related sales and profitability; technical and customer support along with delivering exceptional customer satisfaction and added-value customer experience.

PRIMARY DUTIES

• Manages budgets, develops strategies, implements, and monitors Service structure, processes and programs in the Service organization in line with region/global strategies and manage the Services team towards high performance by providing support, training and development opportunities in line with the overall business strategy
• Develops strategies and service policies to ensure customer satisfaction with the overall quality of services offered in North America and supports the lodging business globally
• Drives continuous improvement and champions positive change to increase customer satisfaction, reduces resolution times, lowers overall operating costs, and accelerates growth
• Partners with manufacturing, engineering, product management, sales & marketing teams to ensure positive customer outcomes
• Proactively provides feedback across departments regarding customer concerns and user experience
• Leads and develops strategies for the lodging Contact Center, eCommerce and processes to achieve customer satisfaction goals; over 300,000 customer contacts per year
• Manages price service and consumable price lists
• Leads/Manages worldwide execution of Global Accounts mandated changes throughout installed base, such as BLE Technology deployment at Hilton/Marriott/Hyatt under C21 contracts. Responsible for management of worldwide/large product retrofit programs (ICE, Thor, Tuna, etc.)
• Develops strategies and manages service programs, telemarketing promotions of service plans and consumables/spare products to achieve/exceed Services/Spare Products sales targets
• Travels to occasional corporate accounts and trade shows to help discuss strategy and business analytics with customers
• Ensures customer satisfaction and meeting of gross margin targets with LGS Project deployment across NA; over 2000 turn-key projects/year; including maintaining 3rd party installer network certification program (>250 certified installers in NAM)
• Ensures the readiness of service organization, Distributors/RMO to support the introduction of new products/technologies and 3rd party integrated products
• Ensures service level and efficiency in administering the order administration interfacing between NAM customers (direct) / dormakaba international RMOs (interco) and AS AMER Manufacturing center (Montreal). Turning over US$120M of orders into actual revenues (order to cash)
• Leverages technology: Lead/influence AS AMER towards a Customer Centric organization

REQUIREMENTS

• Bachelor's degree in Business Administration or Computer Engineering or equivalent
• 10+ years of experience in a leadership position in customer service, manufacturing electronic industry (an asset)
• Proven track record of providing a high level of customer satisfaction in a large organization
• Demonstrated project management skills
• Solid organization skills, rigor, and discipline
• Experience in training larger groups on products and solutions
• Ability to present to customer, internal departments, and upper management as needed
• Willing to travel mainly in North America and sometimes internationally
• Bilingual (English, French)

CRITICAL SUCCESS FACTORS

• Candidates who embrace dormakaba's core values will be most successful in our organization: Trust, Customer First, Curiosity, Courage and Performance
• Strong interpersonal skills and ability to work cross functionally and across business boundaries to solve complex issues and drive projects to completion
• Ability to lead others to success, strong leadership skills
• Ability to handle multiple tasks and projects simultaneously and deliver results
• Ability to apply sound business judgment and analytical skills
• Customer oriented and results-driven
• Great team spirit
• Excellent communicator
• Ability to work under pressure
• Proactive and driven
• Transparent in dealing with colleagues
• Inclusive work style
• High work ethics
• Team player and strong collaborator
• Problem solver (always brings solutions, enjoys challenges)
• Dependable (reliable and follows through on commitments)

WE OFFER

• An opportunity to work in global company with a family culture and strong core values (Trust, Customer First, Curiosity, Courage and Performance)
• Competitive pay with great benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
• Career fulfillment with growth and development opportunities
• Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!

The Federal Executive Order 14042 on COVID-19 requires all current and new employees of government contractors to comply with one of the following on or before the Federal deadline date:

1. Received their final vaccination dose - either their second dose of Pfizer or Moderna, or single dose of Johnson & Johnson OR
2. Submitted a medical exemption/accommodation request for approval OR
3. Submitted a religious belief exemption/accommodation request for approval.

dormakaba is a federal contractor which means all our team members must comply with this order by the Federal deadline to start and continue employment with us. Our Talent Acquisition team will confirm the Federal deadline date at the time an offer is made to help ensure compliance.

dormakaba USA Inc.

Interested?

Erynne Sutton

is looking forward
to your application.

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