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ASSA ABLOY Group · 14 hours ago

Customer Experience Director

Milan, TN

Full-time

Onsite

Director/Executive

7+ years exp

ASSA ABLOY Group is a global leader in access solutions, and they are seeking a Customer Experience Director to enhance their brand presence in the market. This role involves leading customer-facing functions, improving customer experience metrics, and translating customer insights into strategic recommendations for the organization.

BiometricsConsumer ElectronicsElectronicsFurnitureHomeland SecurityManufacturingPublic SafetySecurityService IndustrySmart Home

Responsibilities

Lead and align all customer-facing functions, including 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, using them as key benchmarks for success

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 ensure customer experience is embedded 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, and local regulations, company policies, and the ASSA ABLOY Code of Conduct

Travel as needed to support customer engagement and business priorities

Qualification

Customer Experience LeadershipData AnalysisNPS ImprovementBusiness AcumenStrategic MindsetEmpathyOperational ExcellenceRelationship BuildingCommunication SkillsTeam Leadership

Required

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 a related leadership role

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

Preferred

Marketing or brand development experience (beyond traditional marketing functions) would be a plus

Background in manufacturing, commercial construction, or B2B environments would be a plus

Experience working in fast-paced, complex organizations with high visibility would be a plus

Benefits

Competitive Salary

Paid Vacation, Sick Time, and paid Company Holidays

Medical, Dental, Vision, Short and Long-term Disability, Life and AD&D Insurance

401(k) Program with company contributions

Tuition Reimbursement, 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

Company

ASSA ABLOY Group

Glassdoor3.7

ASSA ABLOY Group is a door opening solutions, dedicated to satisfying end-user needs for security, safety, and convenience. It is a sub-organization of ASSA ABLOY Group.

Founded in 1994

Stockholm, Stockholms Lan, SWE

10001+ employees