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Customer Experience Director

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Tate

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Engineering
  • Jessup

AI generated summary

  • You need a relevant degree, 12+ years in technical services/customer experience, 5+ years leading teams, strong strategic and communication skills, and a proven track record in driving results.
  • You will train staff on SAP, oversee customer orders, motivate teams, liaise with departments, lead technical services, ensure compliance, and develop strategies for growth and accuracy.

Requirements

  • Bachelor’s degree in engineering or construction management. Master’s degree and other relevant professional certification (e.g. APICS, CSCP, etc.) is a distinct benefit.
  • A minimum of 12 years of experience in technical services, drafting or customer service. Minimum 5 years’ experience leading teams of ten or more employees. Previous experience in developing strategic plans within the field of customer experience.
  • Strong strategic thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills with the ability to influence and collaborate across all levels of the organization.
  • Very good communications skills
  • Action-focused with the strong sense of urgency and the ability to drive results in a fast-paced environment.
  • A track record of leading and developing diverse, cross functional teams.

Responsibilities

  • Ensure staff is fully trained on SAP in order to support key business processes.
  • Develop and implement standard training for all Customer Experience/Planning Teams.
  • Ensure customer orders are completed to meet delivery requirements on time in full.
  • Encourage and motivate all staff while maintaining lines of communication with plant personnel and customers.
  • Communicate with Sales, Marketing and Operations departments regarding technical product and application information.
  • Communicate with clients on product and technical services issues.
  • Lead a team of technical service professionals and ensure the most current and accurate regulations are maintained.
  • Work closely with the Product Development and Production departments with product development, testing and certification requirements.
  • Assume leadership responsibility for all drafting and technical services – develop and maintain Project Service systems and procedures, ensure accuracy and consistency of technical and product information.
  • Develop and execute strategic initiatives for growth in all technical aspects.
  • Remain compliant with the Code of Conduct and Policies which includes the Kingspan Group Compliance Policy.
  • Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and market demands.
  • Responsible for all tasks to achieve compliance goals and demands of the Compliance Management System.
  • Must raise concerns related to the Compliance Management System with their supervisor, manager, or any member of the Leadership Team, or through the confidential whistle blower service.

FAQs

What is the job title for this position?

The job title for this position is Customer Experience Director.

What type of job is this?

This is a permanent, exempt position.

Where is the job location?

The job location is in Jessup, MD.

Who will the Customer Experience Director report to?

The Customer Experience Director will report to the President of Tate Americas.

What are the primary responsibilities of the Customer Experience Director?

The primary responsibilities include overseeing and optimizing customer experience processes, developing the customer service team, ensuring timely completion of customer orders, and leading technical service professionals.

What qualifications are required for this position?

A Bachelor’s degree in engineering or construction management is required, and a Master’s degree or relevant professional certifications such as APICS or CSCP are preferred.

How many years of experience are required for this role?

A minimum of 12 years of experience in technical services, drafting, or customer service is required, with at least 5 years in a leadership role.

What kind of skills are needed for this job?

Strong strategic thinking, problem-solving abilities, excellent communication and interpersonal skills, and the ability to drive results in a fast-paced environment are needed.

What benefits are offered to employees?

Benefits include medical, dental, and vision coverage, 401k, skills development opportunities, mentorship, and participation in corporate social responsibility initiatives.

How does Tate value employee development?

Tate encourages career advancement, offers skills development opportunities, and provides access to mentorship from senior leaders and experts within the organization.

Is Tate an equal-opportunity employer?

Yes, Tate is an equal-opportunity employer and encourages applications from candidates of all backgrounds and experiences.

What is the company's sustainability strategy?

Tate is committed to reducing manufacturing carbon emissions and aims to halve carbon intensity in the primary supply chain as part of their Planet Passionate sustainability strategy.

Will the Customer Experience Director be involved in compliance matters?

Yes, the Customer Experience Director will be responsible for ensuring compliance with product regulations and the Compliance Management System.

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Tate

Art galleries in UK: Tate Britain, Tate Modern, Tate Liverpool & Tate St Ives

Entertainment & Media
Industry
501-1000
Employees
1897
Founded Year

Mission & Purpose

Our mission is to increase the public’s enjoyment and understanding of art. When Tate first opened its doors to the public in 1897 it had just one gallery, displaying a small collection of British artworks. Today we have four major galleries and the national collection of British art from 1500 to the present day and international modern and contemporary art, which includes nearly 80,000 artworks. Tate is a public institution owned by, and existing for, the public.

Benefits

  • Diversity Program

  • Employee Discount

  • Sick Pay

  • Flexible Working