Customer Service Leadership Role

hace 3 días


San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo
Job Description

The Senior Customer Experience Director is responsible for leading and developing the customer service strategy of Johnson Controls. This role involves overseeing customer care operations, ensuring customer satisfaction, and enhancing the overall customer experience.

This position will drive performance metrics, manage customer service teams, and implement best practices across all service channels. The ideal candidate will have a strong understanding of customer behavior and preferences, as well as experience in developing and implementing customer service strategies that meet business objectives.

The Senior Customer Experience Director will work closely with other departments to ensure seamless customer experiences across all touchpoints. They will also be responsible for analyzing customer feedback and service data to identify areas for improvement and develop solutions to address these gaps.

  • Develop and implement customer service policies and procedures to enhance customer satisfaction.
  • Lead and motivate customer service teams to achieve performance goals and KPIs.
  • Analyze customer feedback and service data to identify areas for improvement.

The successful candidate will have a Bachelor's degree in Business Administration, Management or related field, and 8+ years of experience in customer service management, with a proven track record of leading teams. Strong analytical skills and the ability to use data to drive decisions are essential for this role, as well as excellent communication and interpersonal skills.

Johnson Controls offers a competitive salary and comprehensive benefits package, including opportunities for growth and advancement. We are committed to fostering a diverse and inclusive workplace where employees can thrive and make a meaningful contribution to our organization.



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