Director of Customer Experience

Oldcastle APG, a CRH Company, is North America's leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer's portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard hardscape, Echelon Masonry, MoistureShield composite decking, RDI railing, Catalyst™ Fence Solutions, Sakrete packaged concrete, Amerimix mortar, Pebble Technology International pool finishes, Lawn & Garden mulches and landscape features, and Techniseal sands and sealant technologies.Job SummaryThe Director of Customer Experience is responsible for designing, leading, and continuously improving the end-to-end customer journey across all touchpoints. The Director partners cross-functionally to align people, processes, and technology around a unified customer experience strategy. This role coaches and develops talent (directly manages a team of Regional Customer Experience Managers) while influencing policies and procedures that produce high quality customer service delivery. This position also acts as the strategic communication bridge between centralized order management, sales, finance, leadership, and plant operations.Job LocationThis position is remote, and the preferred locations that this person lives are Atlanta, GA, Phoenix, AZ or Salt Lake City, UT.Job ResponsibilitiesMap and optimize end-to-end customer journeys across channels and lifecycle stagesEstablish Customer Experience standards and success metricsServe as the internal champion for customer-centric decision-makingPartner with Analytics team to measure experience impact and ROIMonitor customer sentiment, trends, and competitive benchmarksCollaborate with Customer Experience, Order Management, Sales, Marketing, Product, Operations, Finance, Leadership, and IT to improve experience outcomesSupport customer onboarding, lifecycle engagement, and retention strategiesIdentify pain points and root causes across customer interactions and internal processesDrive continuous improvement efforts focused on reducing customer effort and improving satisfactionAssist with SOP creation and implementation through Customer Experience TeamsSupport digital experience enhancements and self-service capabilitiesBuild, lead, and develop a high-performing customer experience teamCoach leaders and frontline teams on experience standards and best practicesPresent Customer Experience insights, trends, and recommendations to executive leadershipAct as an escalation point for systemic customer experience issuesRepresent the customer perspective in strategic planning and transformation initiativesJob Requirements8+ years of experience in leadership, customer experience, customer success, service design, or related disciplinesBachelor's degree in Business, Marketing, Communications, or a related fieldMBA or advanced degree (preferred)Proven track record of leading enterprise-wide Customer Experience initiativesStrong analytical skills and excellent interpersonal, writing, presentation, and communication skillsExceptional ability to influence cross-functional stakeholders and senior leadersExperience leading digital transformation or change management initiatives (preferred)Ability to travel up to 50%CompensationBase Salary $160,000–$190,000 with an annual target bonus of 20%401(k) plan / group retirement savings programShort-term and long-term disability benefitsLife insuranceHealth, dental, and vision insurancePaid time offPaid holidaysWhat CRH Offers YouHighly competitive base payComprehensive medical, dental and disability benefits programsGroup retirement savings programHealth and wellness programsAn inclusive culture that values opportunity for growth, development, and internal promotionAbout CRHCRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.Oldcastle APG, a CRH Company, is an affirmative action and equal opportunity employer.EOE/Vet/DisabilityCRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!J-18808-Ljbffr