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Head of Customer Experience

Date: 23-Nov-2021

Location: GB

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities

Are you passionate about driving customer service excellence? Do you have experience working in a large organisation and helping to identify and implement improvements and a ‘best in class’ customer experience and journey?

 

As Head of Customer experience you will be responsible for reviewing all customer service processes across our European Sales regions, including systems and adoption rates in order to identify any existing gaps and opportunities for improvement, standardisation and alignment.

 

Role and responsibilities:

 

  • Responsible for documenting new and existing customer service processes across the European regions
  • Identifying gaps in current processes and areas for improvement and/or regional alignment
  • Responsible for driving best practice including the adoption of key strategic system (e.g. Salesforce.com)
  • Prioritisation of key solutions and new developments into other business functions (e.g. IT) required to support process improvements
  • Responsible for the creation and maintenance of training documentation and Sales Toolkit
  • Responsible for delivering new process training (including coaching)
  • Responsible for stakeholder buy-in and the clear communication of new agreed processes
  • Responsible for the successful implementation of new processes with minimal disruption to daily business activities

 

Experience and background required:

 

  • Extensive experience of end-to-end process design and improvement methodologies - e.g. lean six sigma
  • Strong experience of developing and improving internal processes and controls
  • Previous experience working in and/or leading Sales or Customer Service functions
  • Previous experience developing and delivering training within a Sales organisation
  • Strong knowledge of change management principles
  • Experience working with Salesforce.com preferable
  • Formal Project Management qualification advantageous

 

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JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services