Director, Customer Relationship Management (CRM)

AMBICO Limited; Ottawa; Hybrid; CAD 102,000 - 149,000; Full time

Job summary

Join a leading manufacturer of doors and windows as the Director of Customer Relationship Management. You will oversee the order entry process, manage a team, and ensure exceptional service delivery. This hybrid position offers a competitive salary and benefits, fostering a culture of growth and innovation.

Benefits

Competitive Salary and Performance-Based Incentives

Comprehensive Health, Dental, and Vision Coverage

Paid Time Off

Opportunities for Professional Development and Training

Qualifications

• At least 5 years in customer service or project management roles.
• Minimum of 2 years in a leadership capacity.
• Knowledge of the door and hardware industry is highly desirable.

Responsibilities

• Lead the order entry process and manage the Estimators team.
• Develop customer-first culture and oversee customer experience strategy.
• Manage budget and collaborate with Finance for invoicing.

Skills

Customer Relationship Management

Leadership

Project Management

Communication

Education

Bachelor’s degree in Business Administration

Project Management Professional (PMP)

Tools

Sage

Estimating software

Job description

Join Our Team at AMBICO – A World-Class Manufacturer of Doors, Frames, and Windows!

Are you ready to open the door to an exciting career in manufacturing? Our dynamic and innovative door manufacturing company is looking for passionate individuals to join our team!

AMBICO is a family-owned business with a proud legacy of excellence dating back to 1955. As a world-class manufacturer of high-performance and decorative doors, frames, and windows, our mission is to deliver innovative solutions that meet the evolving needs of our clients while maintaining a commitment to quality, precision, and design.

At AMBICO, we believe in opening doors to opportunity not just for our customers but also for our team members. With decades of expertise and a dedicated in-house engineering team, we partner with communities, clients, and collaborators worldwide to create products that make a lasting impact. Together, we are shaping the future of Specialty doors that keep people, information, and property safe.

SCOPE OF POSITION:

Under the direction of the Vice-President, Business Development, the Director, Customer Relationship Management (CRM) leads the order entry process, including quotations, through to project management of the sale and order. This position manages the team of Estimators and Project Management positions towards a common goal while fostering an inclusive and continuous learning environment. They develop performance metrics, provide regular reporting, and lead efforts to resolve customer complaints in partnership with the quality function. As a key member of the leadership team, the position contributes strategic insights and recommendations to support business growth, improve customer relationships, and ensure exceptional service delivery across all customer touchpoints.

KEY RESPONSIBILITIES:

• Oversee the quote process with the Estimating Manager to ensure on-time and complete estimates are provided to our customers, and when needed,accurate budget pricing is offered to Architects.
• Oversee the order entry process to ensure efficient, accurate order processing and smooth handover to the Project Management Team. Ensure timely follow-up on customer approvals and manage the samples program.
• Develop and instill a customer-first culture across all teams, ensuring every team member prioritizes customer needs. Benchmark best practices in Customer Relationship Management and lead initiatives to enhance customer understanding and service.
• Oversee that orders follow standard procedures, including outlining terms and conditions, and work with the Finance department for invoicing requirements.
• Lead, manage, and develop a diverse team, including Estimators and Project Management staff, fostering a continuous learning environment with opportunities for career growth.
• Oversee the company’s customer experience strategy, ensuring all touchpoints align with a commitment to exceptional service. Collaborate with Sales, Engineering, and Operations to ensure a seamless customer journey.
• Develop, implement and review the customer segmentation portfolio using data-driven insights.
• Lead efforts in collecting customer feedback, addressing complaints, and ensuring timely resolutions in collaboration with the quality function. Implement continuous improvement actions to prevent future issues.
• Maintain and manage the use of CRM tools (e.g., Sage) across departments. Investigate and recommend new tools or technologies to enhance customer relationship management.
• Develop key performance indicators (KPIs) for customer relationship management initiatives and provide regular reports to senior management to drive continuous improvement.
• Work closely with cross-functional departments to align goals, processes, and customer service standards. Advocate for customer interests in production scheduling meetings and ensure jobs stay on track.
• Actively participate in the leadership team, contributing to company strategy and providing insights on customer relationship management to support business growth and retention.
• Lead the customer complaints process, ensuring timely and effective resolutions. Collaborate with the Quality Manager to apply continuous improvement practices to enhance future customer interactions.
• Manage the budget, including the approval of invoices, to ensure financial requirements are met.
• Collaborate with the Finance department to resolve issues.
• Work collaboratively with colleagues in cross-functional roles and departments for related projects.
• Other related duties, as assigned.

REQUIRED KNOWLEDGE, EXPERIENCE AND SKILLS:

Education: A Bachelor’s degree in Business Administration, Management, Engineering, or a related field is preferred. Additional certifications in Project Management (PMP) or Lean certification is an asset.

• At least 5 years of experience in customer service, estimating, or project management roles, with a minimum of 2 years in a leadership or managerial capacity.
• Knowledge of customer relationship management principles and best practices.
• Proficiency with CRM software, particularly Sage or similar systems, and familiarity with estimating software or tools.
• Knowledge of project management processes and order entry systems.
• Knowledge of the door and hardware industry is highly desirable.
• Experience managing cross-functional teams to achieve business objectives based on KPIs.
• Experience working with customers to sell products and solve issues.
• Experience preparing and analyzing metrics for reports and presentations.
• Experience identifying and reviewing processes for improvements and effectiveness.
• Familiarity with quality management systems and continuous improvement methodologies (such as Lean or Six Sigma) would be beneficial.
• Project Management Professional (PMP) designation is an asset.

WORK CONDITIONS:

This position is hybrid with at least 3 days in the office normally.

POSTING INFORMATION:

This is for an existing vacancy.

Annual Salary: $102,500 to $148,625

WHY JOIN AMBICO?

AMBICO offers more than just a job; we provide a fulfilling career with the following benefits:

• Competitive Salary and Performance-Based Incentives: Your hard work and contributions are rewarded.
• Comprehensive Health, Dental, and Vision Coverage: Ensuring you and your family are supported.
• Paid Time Off and a Supportive Work Environment: Work-life balance and a team that values your well-being.
• Opportunities for Professional Development and Training: Grow your skills and advance your career with us.
• Work with a Team that Values Family, Tradition, and Excellence: Be part of a legacy built on trust and innovation.

AMBICO is committed to diversity and equity in our workplace. We welcome applications from individuals of all backgrounds, including but not limited to Women, Aboriginal persons, Persons with disabilities, Ethnic minorities, Persons of minority sexual orientation or gender identity, Visible minorities, and others who may contribute to the diversification of our workforce and share our values.

If you are invited to continue the selection process, please notify us at [e-mail] as soon as possible if you require any adaptive measures to support your participation. We provide accommodation to ensure a fair and inclusive recruitment process for all candidates.

Apply Today!

Apply by sending your resume to [e-mail] and quote 25-06 Director, CRM in the subject line by May 27, 2025 by 4:00 pm ET. If you would like more information about this position, including the full job description, please contact HR.

If you are invited to continue the selection process, please notify us at [e-mail] as soon as possible if you require any adaptive measures to support your participation. We provide accommodation to ensure a fair and inclusive recruitment process for all candidates.