Senior Director Global Customer Support

What will be your role?

The Senior Director Global Support will lead our comprehensive customer support operations worldwide. This pivotal role encompasses overseeing the overall customer experience, managing technical support, customer service, and inside sales teams, and ensuring the strategic alignment of our customer experience initiatives across all regions. As the senior leader, you will directly manage the regional CX Directors and the CX Enablement Director, shaping the policies and practices that define our customer interactions globally.

What will you do?

Leadership and Strategy:

• Provide strategic leadership across global support teams including technical support, customer service, and inside sales. Ensure alignment with the company’s objectives and customer-centric culture.
• Establish and maintain a successful customer-focused culture at Distech Controls that directly impacts the success of the overall organization.
• Represent the voice and interests of customers when driving strategic initiatives.
• Provide updates to the executive team, educating them on the best practices in customer experience strategies and trends.

Management of CX Directors:

• Directly manage regional CX Directors, setting regional goals and ensuring consistent high-quality customer experience across all markets.

Oversight of CX Enablement:

• Manage the CX Enablement Director to ensure the deployment of effective tools and strategies that enhance customer interactions.
• Identify insights from customer feedback to drive process improvements throughout the business.

Team Development:

• Build and maintain a high-performance management team; hire and mentor new talent and provide career development planning and opportunities.

Performance Metrics:

• Develop and track key performance indicators (KPIs) for all aspects of customer support and experience. Use data-driven insights to drive improvements and report on success to executive leadership.

Global Standards and Processes:

• Establish and enforce consistent standards and processes across all customer-facing teams to ensure a unified approach to customer service.

Stakeholder Engagement:

• Serve as the main point of contact for all matters related to customer support. Collaborate with other senior leaders to integrate customer support with broader business strategies.

Skills and Minimum Experience Required

• Bachelor’s degree in business administration, management, or a related field.
• Minimum 10 years of experience in customer support or service management, with at least 5 years in a senior leadership role overseeing large, distributed teams.
• Demonstrated ability to manage multiple teams across different disciplines and geographies.
• Strong leadership skills, with a proven track record of developing high-performing teams.
• Excellent communication and interpersonal skills, capable of working with diverse teams and stakeholders.
• Strategic thinker with a strong operational focus.
• Exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.

Preferred Skills and Experience

• Bilingual in English and French

Other

• Valid passport for travelling