Customer Experience Director

Do you thrive at the intersection of customer experience, brand, and business strategy?
Are you energized by shaping how a company shows up in the market … not just through marketing, but through every customer interaction? Do you bring strong industry knowledge, executive presence, and the ability to influence across a complex organization?

If you answered yes to these questions …we should connect!

Ceco Door, an ASSA ABLOY branded company, is expanding our Team based is Milan, Tennessee! This is a newly created role reporting directly to the General Manager. This role is positioned on par with the Director of Operations and 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.

Come see who we are at: https://www.assaabloy.com/group/en/about-us

What would you do as our Customer Experience Director?

You 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.

You will also:

• 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

The skills and experience you bring:

• 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
• 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

What we offer! 

We believe in creating opportunities and providing benefits that empower you to grow, thrive, and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team: 

• 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

We review applications regularly, so don’t wait

We are building diverse, inclusive teams, and encourage applications from everyone who can see themselves working with us.

To make sure your personal data is safe, we don’t look at any applications sent by email or post.

If you have any questions about the role or the process, email Stephanie Mandato, Senior Talent Acquisition Manager at stephanie.mandato@assaabloy.com

Let’s create a safer and more open world - together!

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veterans

#LI-SM1

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.