Director of Customer Experience

Springs Window Fashions•Waukegan, IL

About The Position

The Best Experience Company, Springs Window Fashions, is seeking a Director of Concierge Services to lead and enhance the dealer experience. This role is crucial for onboarding new dealers and providing elevated, concierge-level services to top-performing dealers. The Director will oversee multiple specialized teams supporting the entire dealer portfolio across Graber, Vitale, Horizons, and SunSetter brands. The position focuses on driving operational excellence, ensuring service consistency, and fostering proactive dealer engagement through strong collaboration with sales, operations, and brand leadership. The Director will manage five direct reports and be responsible for the performance, scalability, and continuous improvement of concierge services, customer care, customer’s own material operations, and commercial quoting for the residential dealer business.

Requirements

Bachelor’s degree required.
10+ years of progressive leadership experience in customer experience, premium service, or dealer support.
Proven experience managing multiple teams and leaders in a complex, multi-brand environment.
Strong operational mindset with demonstrated success improving processes and service outcomes.
Exceptional communication, coaching, and stakeholder-management skills.
Technical aptitude with video conferencing, Power Point, and Excel.
Effective problem-solving skills, with a customer service mindset.
Ability to communicate effectively in person, over the phone, and in writing.
Effective mentor and coach; ability to build a high-functioning team.
Familiarity with quoting processes, materials management, or manufacturing-adjacent operations.

Nice To Haves

Window treatment or customer service experience preferred.

Responsibilities

Lead, mentor, and develop five direct reports: Concierge Manager, Customer Care Manager, Customer’s Own Material (COM) Manager, Commercial Quoting associates.
Establish clear goals, performance metrics, and development plans for each team.
Foster a high-performance, customer-first culture focused on accountability, collaboration, and continuous improvement.
Oversee the Concierge Services team responsible for seamless onboarding of new dealers and ongoing, elevated support for elite and top-performing dealers.
Ensure concierge services are proactive, personalized, and aligned with dealer growth and retention goals.
Partner with Sales, Dealer Strategy, and Marketing leaders to identify high-value dealers and evolving service needs.
Direct a highly skilled Customer Care team supporting the full dealer brand portfolio (Graber, Vitale, Horizons, SunSetter).
Ensure consistent, high-quality service delivery across brands while honoring brand-specific requirements and standards.
Drive operational efficiency, first-contact resolution, and customer satisfaction through process optimization and training.
Oversee the Horizons Customer’s Own Material department and manager, ensuring operational accuracy, compliance, and efficiency related to dealer-provided materials.
Collaborate cross-functionally to mitigate risk, streamline workflows, and improve dealer communication.
Lead commercial quoting support for residential dealer business through direct oversight of two Commercial Quoting Associates.
Ensure accurate, timely, and competitive quotes that support dealer success and sales growth.
Identify opportunities to improve turnaround time, pricing consistency, and quoting workflows.
Monitor KPIs across concierge services, customer care, COM, and commercial quoting.
Ensure appropriate processes are in place to ensure consistency.
Leverage data and dealer feedback to identify trends, gaps, and improvement opportunities.
Lead initiatives to scale services, enhance dealer satisfaction, and support long-term growth.