Customer Experience Director

ASSA ABLOY • Milan, TN

1d • Onsite

About The Position

Ceco Door, an ASSA ABLOY branded company, is expanding its team in Milan, Tennessee. This is a newly created role reporting directly to the General Manager and is positioned on par with the Director of Operations. This is a high-impact leadership role with visibility across the business and influence on how Ceco competes, grows, and differentiates in the market. The Customer Experience Director will help shape the future of the organization and is viewed as a potential successor path to broader operational leadership. The Customer Experience Director will play a critical leadership role in defining and building the Ceco brand in the market by leveraging customer-facing intelligence and delivering a clear, consistent, and compelling value proposition. In this role, you will align customer-facing functions to deliver a seamless, “one-stop shop” experience and own customer experience strategy, performance metrics, and insights … translating customer feedback and data into meaningful business impact.

Requirements

• 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

Nice To Haves

• Marketing or brand development experience (beyond traditional marketing functions)
• Background in manufacturing, commercial construction, or B2B environments
• Experience working in fast-paced, complex organizations with high visibility

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior