Customer Experience Team Leader

About Hunter Douglas

Hunter Douglas is a globally recognized leader in the manufacturing of window coverings and architectural products, trusted for over a century for innovation and quality. Our proprietary products are featured in millions of homes and commercial sites worldwide. We seek motivated, intelligent, creative, and entrepreneurial professionals who thrive in a fast-paced, growth-oriented environment. In return, we offer competitive remuneration and benefits to ensure our employees feel valued. Our ambition is to become the fastest growing and most admired window covering company globally.

Position Overview

We are looking for a Customer Experience Team Leader to spearhead the delivery of exemplary customer service. Reporting directly to the National Customer Service Manager, this role involves guiding a team of Customer Experience Specialists to provide professional, responsive, and solution-oriented support. You will coach and develop your team, supervise day-to-day operations, manage escalations, and collaborate cross-functionally to enhance the customer journey.

Key Responsibilities

• Lead and mentor a high-performing customer experience team.
• Foster a positive, teamwork-driven, customer-centric atmosphere.
• Manage daily service delivery across multiple channels including phone, email, and CRM platforms.
• Distribute workloads effectively to maintain consistent response times and service standards.
• Conduct frequent coaching, one-on-one meetings, and performance evaluations.
• Participate in recruitment, onboarding, and workforce planning processes.
• Handle complex customer issues and escalations promptly, ensuring resolution.
• Collaborate with Sales, Manufacturing, Supply Chain, and Operations for seamless customer service.
• Analyze team metrics, performance data, and customer feedback to drive service improvements.
• Support CRM system enhancements and lead continuous improvement and automation initiatives.
• Perform other duties as assigned.

Required Experience and Skills

• Proven leadership experience in customer service, customer experience, or contact center environments.
• Strong passion for coaching and people development.
• Excellent customer service orientation with robust problem-solving skills and a focus on solutions.
• Experience managing escalated customer cases to successful outcomes.
• Ability to develop strong relationships with both internal teams and external customers.
• Familiarity with service level agreements, KPIs, and operational reporting.
• Proficiency with CRM systems and Microsoft Office applications.
• Mindset geared towards continuous improvement with practical process enhancement skills.

Employee Benefits

• Opportunity to work with a prestigious global brand recognized for premium products.
• Membership in a supportive and collaborative team culture.
• Access to ongoing training, professional development, and growth opportunities.
• Participation in company social events and Social Club membership.
• Additional leave granted on your birthday to celebrate your special day.
• Work that makes a significant impact on enhancing the customer experience.

Additional Information

Offers are tailored to ensure competitiveness, equity, and reflect each candidate’s unique background, skills, and potential. By applying, candidates consent to receive SMS updates regarding their application status and communications related to the recruitment process, with an option to unsubscribe at any time by texting “STOP”. Message and data rates may apply.