Customer Experience Manager

ASSA ABLOY; Vaughan; On-site; CAD 105,000 - 120,000; Full time

Benefits offered by this job

Paid Vacation

Sick Time

Statutory Holidays

Medical, Dental, Vision

RRSP

Short and Long-term Disability

Life and AD&D Insurance

Tuition Reimbursement

Learning and Career Development

Employee Assistance Program

Recognition programs

Job summary

Fleming and Baron, an ASSA ABLOY company, is hiring a Customer Experience Manager to lead customer-facing teams at our Woodbridge, Ontario facility. You will drive service excellence, coach staff, monitor NPS, and partner with Sales, Operations and Engineering to enhance end-to-end customer experiences.

Ideal candidates bring 5–7+ years in CX/CS/Operations, a relevant degree (MBA a plus), and strong leadership with change management experience.

Qualifications

• Bachelor’s degree in business, Marketing, Communications or a related field (MBA or advanced degree preferred).
• 5–7+ years of experience in Customer Experience, Customer Service, Operations, or a related field.
• Proven ability to lead customer-facing teams and drive service excellence.
• Proven leadership capabilities including coaching, performance management, conflict resolution, and change leadership.
• Industry knowledge from large contracting or owner-architect-builder environments is a plus.
• Experience analyzing feedback and metrics to drive improvements; strong organizational skills.

Responsibilities

• Lead and support customer-facing functions (Customer Service, Pricing, Order Entry, After-Invoicing), ensuring high standards.
• Coach and motivate team members to achieve individual and departmental goals.
• Monitor NPS and drive actions to improve customer satisfaction.
• Analyze feedback and trends to identify process improvements and better service delivery.
• Collaborate with Sales, Operations, Engineering and others to support customer needs.
• Manage complex escalations and ensure timely resolution.
• Establish and maintain service standards, procedures, and performance expectations.
• Drive continuous improvement to increase efficiency and reduce pain points.
• Ensure teams have tools, knowledge, and resources to deliver exceptional service.
• Prepare and present reporting on customer service performance and trends.
• Foster a customer-focused culture with accountability and operational excellence.
• Ensure compliance with regulations, policies, and Code of Conduct; travel as needed.

Skills

Leadership

Customer Experience

Customer Service

Operations

Cross-functional Collaboration

NPS

Relationship Building

MS Office

Project Management

Education

Bachelor's degree in business/related field

MBA or advanced degree preferred

Tools

CRM systems

Reporting tools

Microsoft Office

Job description

Do you have a passion for delivering exceptional customer experiences and leading teams to success? Are you energized by improving customer satisfaction, building strong relationships, and ensuring every customer interaction reflects our commitment to service excellence? Do you bring strong leadership skills, industry knowledge, and the ability to collaborate effectively across teams to achieve business objectives?

If you answered yes to these questions, then we should talk!

Fleming and Baron, an ASSA ABLOY company, is adding a Customer Experience Manager to the team. This position will be located on-site at our Woodbridge, Ontario manufacturing facility.

Our team is growing and there has never been a more exciting time to join us.

What would you do as ourCustomer Experience Manager?

You will be responsible for managing customer-facing teams and ensuring processes, systems, and service standards support a seamless customer experience. You will work closely with internal and external stakeholders to identify improvement opportunities, address customer concerns, and foster a culture of accountability, collaboration, and continuous improvement

You would also:

• Lead and support customer-facing functions, including Customer Service, Pricing, Order Entry, and After-Invoicing Claims, ensuring high service standards and operational effectiveness.
• Coach, develop, and motivate team members to achieve individual and departmental goals.
• Monitor customer satisfaction metrics, including Net Promoter Score (NPS), and develop action plans to drive continuous improvement.
• Analyze customer feedback and trends to identify opportunities for process improvements and enhanced service delivery
• Partner with Sales, Operations, Engineering, and other departments to support customer needs and improve cross-functional collaboration
• Manage and resolve complex customer concerns and escalations in a timely and professional manner.
• Establish and maintain service standards, procedures, and performance expectations for customer-facing teams.
• Drive continuous improvement initiatives that increase efficiency, reduce customer pain points, and improve business outcomes.
• Ensure customer-facing teams are equipped with the tools, knowledge, and resources required to deliver exceptional service.
• Prepare and present regular reporting on customer service performance, customer trends, and improvement initiatives
• Foster a customer-focused culture that promotes responsiveness, accountability, and operational excellence
• Ensure compliance with all 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 need:

• Bachelor’s degree in business, Marketing, Communications, or a related field
  (MBA or advanced degree preferred)
• 5 - 7+ years of experience in Customer Experience, Customer Service, Operations, or a related field
• Proven ability to lead customer-facing teams and drive service excellence
• Proven leadership capabilities, including coaching, performance management, conflict resolution, employee development, and the ability to successfully lead teams through change while maintaining engagement and accountability
• Strong industry knowledge is an asset, ideally from large general contracting firms or roles connecting to owners, architects, designers, and builders
• Experience analyzing customer feedback and operational metrics to drive improvements.
• Strong organizational and project management skills with the ability to manage multiple priorities
• Excellent interpersonal, communication, and relationship-building skills.
• Experience improving customer satisfaction measures, including NPS or similar metrics
• Knowledge of manufacturing, construction, building products, or related industries is considered an asset
• Experience working in a fast-paced environment with multiple stakeholders and competing priorities
• Proficiency with customer service systems, reporting tools, and Microsoft Office applications
• Project management experience is an asset

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:

• Paid Vacation, Sick Time, and paid Statutory Holidays
• Medical, Dental, Vision, RRSP, Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Employee Assistance Program
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

Compensation $105,000 - $120,000 depending on experience

We are building diverse, inclusive teams, andencourageapplications from everyone who can see themselves working with us.

Let’screate a safer and more open world - together!

AADG, Inc. is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 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, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.