Director of Customer Experience

The Best Experience Company

Our tagline is “The Best Experience Company.” More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America’s premier window covering company, we’re committed to creating the Best Experience for our associates, consumers and end users, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you’re excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!

Dealer Business Unit:

The dealer team is a dynamic team of sales and channel marketing professionals with a history of growing sales profitably and building meaningful long-term customer relationships. Supported by a dedicated channel marketing team as well as sales and sales operations, the Director of Concierge Services position represents a unique opportunity to engage with key customers and help take this business to the next level by enhancing our dealer’s experience with Springs.

Mission:

The Director of Concierge Services is responsible for delivering a best‑in‑class, white‑glove experience across the dealer lifecycle - from onboarding new dealers to providing elevated, concierge‑level services for top‑performing elite dealers. This leader oversees multiple specialized teams that together support the full dealer portfolio across the Graber, Vitale, Horizons, and SunSetter brands. This role drives operational excellence, service consistency, and proactive dealer engagement while ensuring strong collaboration across sales, operations, and brand leadership. The Director leads five direct reports and is accountable for performance, scalability, and continuous improvement across concierge services, customer care, customer’s own material operations, and commercial quoting for residential dealer business.

Objectives

• Leadership & Team Management
• Lead, mentor, and develop five direct reports: Concierge Manager, Customer Care Manager, Customer’s Own Material (COM) Manager, Commercial Quoting associates.
• Establish clear goals, performance metrics, and development plans for each team.
• Foster a high‑performance, customer‑first culture focused on accountability, collaboration, and continuous improvement.
• Concierge Services & Dealer Experience
• Oversee the Concierge Services team responsible for:
• Seamless onboarding of new dealers
• Ongoing, elevated support for elite and top‑performing dealers
• Ensure concierge services are proactive, personalized, and aligned with dealer growth and retention goals.
• Partner with Sales, Dealer Strategy, and Marketing leaders to identify high‑value dealers and evolving service needs.
• Customer Care Operations
• Direct a highly skilled Customer Care team supporting the full dealer brand portfolio (Graber, Vitale, Horizons, SunSetter).
• Ensure consistent, high‑quality service delivery across brands while honoring brand‑specific requirements and standards.
• Drive operational efficiency, first‑contact resolution, and customer satisfaction through process optimization and training.
• Horizons Customer’s Own Material (COM) Oversight
• Oversee the Horizons Customer’s Own Material department and manager.
• Ensure operational accuracy, compliance, and efficiency related to dealer‑provided materials.
• Collaborate cross‑functionally to mitigate risk, streamline workflows, and improve dealer communication.
• Commercial Quoting (Residential Dealer Business)
• Lead commercial quoting support for residential dealer business through direct oversight of two Commercial Quoting Associates.
• Ensure accurate, timely, and competitive quotes that support dealer success and sales growth.
• Identify opportunities to improve turnaround time, pricing consistency, and quoting workflows.
• Strategy, Analytics & Continuous Improvement
• Monitor KPIs across concierge services, customer care, COM, and commercial quoting.
• Ensure appropriate processes are in place to ensure consistency.
• Leverage data and dealer feedback to identify trends, gaps, and improvement opportunities.
• Lead initiatives to scale services, enhance dealer satisfaction, and support long‑term growth.

The annual base wage for this position is reasonably expected to be $150,000+. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is eligible for an annual bonus up to 30%.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro-rated for 2026 based on start date), eleven paid holidays per year, and one paid volunteer day off per year.

Requirements

What We’re Looking For

• Bachelor’s degree required.
• 10+ years of progressive leadership experience in customer experience, premium service, or dealer support.
• Proven experience managing multiple teams and leaders in a complex, multi‑brand environment.
• Strong operational mindset with demonstrated success improving processes and service outcomes.
• Exceptional communication, coaching, and stakeholder‑management skills.
• Window treatment or customer service experience preferred.
• Technical aptitude with video conferencing, Power Point, and Excel.
• Effective problem-solving skills, with a customer service mindset.
• Ability to communicate effectively in person, over the phone, and in writing.
• Effective mentor and coach; ability to build a high-functioning team.
• Familiarity with quoting processes, materials management, or manufacturing‑adjacent operations.

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always
• Our Seven Cultural Behaviors
• Empowerment - We trust our people.
• Ownership - We take 100% responsibility for our roles actions, and results.
• Leadership - We all lead by example and talk direct with respect (DWR).
• One Team - We are One Springs Team.
• Customer First - We consider our customers' needs before every decision.
• Continuous Innovation - We are constantly learning, innovating, and improving.
• Speed - We define priorities and operate with a sense of urgency and agility.