Director of Customer Experience

Location: London, Ontario

Crawford Packaging is looking for a Director of Customer Experience (Director CX), located in London Ontario. This new position is a key strategic, functional, and operational leadership role responsible for the development, continuous improvement and delivery of customer service, and the strategic development of operational requirements, process, and technology, to deliver a customer experience that results in high customer satisfaction. We lead with putting the customer at the center of everything we do.

We are looking for an energetic and proactive leader that will spring into action to help resolve larger issues and work with senior stakeholders to implement change. Someone who will bring new ideas, challenge the team to do things differently and build understanding and buy-in across the organization on the need for continuous improvement and customer focus. The ideal candidate is a senior leader that is a strategic thinker that brings expertise in strategic project management and change management. The Director CX plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitability.

As a critical role to Crawford’s customer-centric vision, you will work closely with the company teams to create an effective system to improve customer satisfaction and loyalty. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints. This position will report directly to the President.

Primary Responsibilities

Manage the Customer Care and Sales Coordinator teams by fostering a culture of collaboration, teamwork and continuous learning while aligning to the company key performance indicators

Oversee the strategy, planning and execution of the organization’s overall customer experience goals

Participate and provide support to the acquisition team, for the integration of future acquisitions

Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.

Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

Encourage problem-solving, strategic thinking and customer-orientation amongst the team.

Liaise with Directors or heads of other teams such as Sales, Marketing, Accounting, IT, Warehouse, Parts and Service to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.

Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.

Experience in or with knowledge of quality management systems such as 6-Sigma, lean leadership.

Requirements & Qualifications

Bachelor’s degree in Business Administration, Management, or related discipline

10+ years of experience in customer experience and/or supporting the CX department operationally

8+ years of experience managing people and leadership development

Proven management and/or relationship management experience at a senior, strategic level role

Strong technical skills (up to date on different technologies related to the customer experience)

Proven experience in building, developing, and coaching and leading high-performing teams in a fast-paced environment

Keen analytical approach to identify trends, issues, and opportunities

Ability to analyze data and use it to drive conversations and objectives

Strategic and system’s thinking

Outstanding written, verbal, and presentation skills and strong presentations skills

Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity

Able to multitask between tactical and strategic activities naturally on a regular basis and manage multiple priorities across teams and functions

Who We Are

Established in 1963, Crawford Packaging is North America’s leading distributor for innovative packaging automation equipment, materials, service, and support. We work with customers ranging from small start-ups to large-scale operations in industries such as manufacturing, industrial, distribution, produce, food processing, and more. As a recent award recipient of Canada’s Best Managed Companies, our company culture bonds us together and creates conditions for success.

To Apply

Applicants can apply in confidence to: Amanda Ecker, Human Resources Manager [email protected] by June 15th, 2021.

COVID-19 Considerations: We’ve taken every precaution during this period and have implemented a workplace COVID-19 response program to ensure the health and safety of our employees.

Crawford Packaging supports and values diversity and offer equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, and gender identity. Crawford Packaging also welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. While only qualified candidates will be contacted for an interview, be sure to continually check our website for other related positions as they are posted.