Director of Customer Experience

Springs Window Fashions•Waukegan, IL

About The Position

The Best Experience Company, North America’s premier window covering company, is seeking a Director of Concierge Services. This role is part of the dealer team, a dynamic group focused on growing sales profitably and building strong customer relationships. The Director of Concierge Services will enhance the dealer experience with Springs by engaging with key customers and taking the business to the next level. The mission of this role is to deliver a best-in-class, white-glove experience across the dealer lifecycle, from onboarding new dealers to providing elevated services for top-performing elite dealers. This leader will oversee specialized teams supporting the full dealer portfolio across Graber, Vitale, Horizons, and SunSetter brands, driving operational excellence, service consistency, and proactive dealer engagement. The Director leads five direct reports and is accountable for performance, scalability, and continuous improvement across concierge services, customer care, customer’s own material operations, and commercial quoting for 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.

Nice To Haves

Window treatment or customer service experience preferred.
Familiarity with quoting processes, materials management, or manufacturing-adjacent operations.

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.