Customer Experience Director

Do you thrive at the intersection of customer experience brand and business strategy
Are you energized by shaping how a company shows up in the market not just through marketing but through every customer interaction Do you bring strong industry knowledge executive presence and the ability to influence across a complex organization

If you answered yes to these questions we should connect!

Ceco Door an ASSA ABLOY branded company is expanding our Team based is Milan Tennessee! This is a newly created role reporting directly to the General Manager. This role is positioned on par with the Director of Operations and is a high-impact leadership role with visibility across the business and influence on how Ceco competes grows and differentiates in the market. The Customer Experience Director will help shape the future of the organization and is viewed as a potential successor path to broader operational leadership.

Come see who we are at: would you do as our Customer Experience Director

You will play a critical leadership role in defining and building the Ceco brand in the market by leveraging customer-facing intelligence and delivering a clear consistent and compelling value this role you will align customer-facing functions to deliver a seamless one-stop shop experience and own customer experience strategy performance metrics and insights translating customer feedback and data into meaningful business impact.

You will also:

• Lead and align all customer-facing functions including Customer Service OAE Pricing and Claims to deliver a consistent and elevated customer experience
• Own and continuously improve Net Promoter Score (NPS) and other customer experience metrics using them as key benchmarks for success
• Establish customer experience as a brand-defining element of doing business with Ceco
• Gather analyze and synthesize customer insights to inform branding positioning and overall business strategy
• Translate customer intelligence into clear actionable recommendations that influence leadership decisions and market approach
• Partner closely with Operations Sales and other functional leaders to ensure customer experience is embedded across the organization
• Act as a visible change agent driving alignment accountability and continuous improvement across teams
• Foster a customer-first culture grounded in empathy consistency and operational excellence
• Lead develop and inspire teams while influencing outcomes across a broader matrixed organization
• Ensure compliance with all federal state and local regulations company policies and the ASSA ABLOY Code of Conduct
• Travel as needed to support customer engagement and business priorities

The skills and experience you bring:

• Bachelors degree in Business Marketing Communications or a related field
  (MBA or advanced degree preferred)
• 7 years of experience in Customer Experience Customer Success Operations or a related leadership role
• Demonstrated success leading customer-facing teams and cross-functional initiatives
• Strong industry knowledge ideally from large general contracting firms or roles interfacing with owners architects designers and builders
• Proven ability to gather analyze and filter customer data to inform strategy and decision-making
• Strong business acumen and operational understanding with the ability to think broadly about enterprise impact
• Exceptional relationship-building and communication skills; confident engaging and comfortable influencing at senior levels
• Experience owning and improving NPS or similar customer loyalty metrics
• Strategic mindset with the ability to balance vision and execution
• Marketing or brand development experience (beyond traditional marketing functions) would be a plus
• Background in manufacturing commercial construction or B2B environments would be a plus
• Experience working in fast-paced complex organizations with high visibility would be a plus

What we offer!

We believe in creating opportunities and providing benefits that empower you to grow thrive and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team:

• Competitive Salary
• Paid Vacation Sick Time and paid Company Holidays
• Medical Dental Vision Short and Long-term Disability Life and AD&D Insurance
• 401(k) Program with company contributions
• Tuition Reimbursement Learning and Career Development opportunities
• Flexible Spending
• Employee Assistance Program
• Discount portal
• Recognition well-being and employee experience programs designed to support and celebrate you throughout your career

We review applications regularly so dont wait

We are building diverse inclusive teams and encourage applications from everyone who can see themselves working with us.

To make sure your personal data is safe we dont look at any applications sent by email or post.

If you have any questions about the role or the process email Stephanie Mandato Senior Talent Acquisition Manager at

Lets create a safer and more open world - together!

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veterans

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We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.