Director of Customer Experience

The Director of Customer Experience will lead initiatives to enhance customer satisfaction and loyalty by driving the Net Promoter Score (NPS), managing customer touchpoint surveys, and improving business processes through advanced tools and technology. This role will also oversee the IMPPro Loyalty Program and IMPPro Authorized Training Program, while managing service KPIs and dealer engagement. The ideal candidate will have experience using data insights and technology (AI, software tools, etc.) to streamline processes, ensuring sustainable growth and superior customer experiences.

Key Responsibilities:

NPS Program Management & Customer Feedback

• Develop and implement strategies to drive NPS improvement across all customer touchpoints.
• Monitor and analyze NPS data to uncover actionable insights, addressing customer pain points effectively.
• Lead cross-functional teams to implement solutions based on feedback and close the loop with customers.

Customer Touchpoint Surveys & Insights

• Design, deploy, and manage customer surveys across all interaction channels (digital, in-person, after-sales).
• Analyze survey results to generate insights and ensure continuous improvement across the customer journey.
• Collaborate with teams to enhance customer satisfaction at every interaction point.

IMPPro Loyalty Program Management

• Lead the strategic development and operation of the IMPPro Loyalty Program, driving customer retention and engagement.
• Track program performance and customer participation to identify areas of improvement and new growth opportunities.
• Develop incentives and campaigns to reward loyal customers and strengthen brand loyalty.

IMPPro Authorized Training Program

• Manage and enhance the IMPPro Authorized Training Program, ensuring dealers and partners are aligned with customer experience goals.
• Develop content, training schedules, and certifications to maintain high service standards across the dealer network.
• Collaborate with dealers to improve their customer interactions and overall service delivery.

PM Service KPIs & Performance Management

• Monitor and manage key service performance indicators (KPIs) to ensure dealers meet post-sale service standards.
• Work with internal and external stakeholders to drive continuous improvement in PM service quality.
• Develop and implement action plans for underperforming dealers to improve their service KPIs.

Process Improvement & Technology Adoption

• Identify and implement process improvements using AI, automation, and other software tools to enhance efficiency and customer satisfaction.
• Leverage data analytics to streamline operations, reduce friction, and improve the customer journey.
• Collaborate with IT and other departments to adopt cutting-edge technologies aligned with business goals.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Project Management, or a related field (Master’s degree preferred).
• 8+ years of experience in customer experience, loyalty programs, or project management, with leadership experience.
• Proven track record in driving NPS improvements and managing customer feedback initiatives.
• Experience with loyalty and training program development, preferably within dealer or channel networks.
• Strong understanding of AI tools, software platforms, and automation technologies for process improvement.
• Expertise in analyzing and improving service KPIs, with a focus on post-sale service.
• Excellent leadership, communication, and collaboration skills.

Key Skills:

• Customer Experience Leadership
• NPS & Feedback Management
• Loyalty Program Development
• Training Program Oversight
• Service KPI Monitoring & Reporting
• Process Improvement & Technology Adoption (AI, Software, Automation)
• Project Management & Stakeholder Engagement

Why Join Us?

At All Weather Insulated Panels, we believe that building exceptional customer relationships is key to sustainable growth. As the Director of Customer Experience, you will have a unique opportunity to influence key aspects of the business by managing loyalty programs, optimizing processes, and driving service excellence. If you are passionate about enhancing customer interactions through innovation and collaboration, we want you on our team!