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Director of Customer Service - Tampa FL

Tampa, FL, US, 33619

Construction Accessories

 

Job ID:  165560

 

Meadow Burke, a CRH company, is a premier manufacturer and distributor for the concrete construction industry. For more than seven decades, we have served architects, engineers, and contractors with a superior line of concrete reinforcing products, concrete forming accessories, road and bridge products, and industry leading products for precast and tilt-up construction.

 

Oldcastle Infrastructure - Built For Life from Oldcastle Infrastructure on Vimeo.

 

 

 

Job Summary

We are seeking a dynamic, passionate and driven individual to join the team as our Director of Customer Experience. Intimate and timely customer communication is the foundation of our company; this position requires a creative approach to maintaining and streamlining our existing CX workflow with an emphasis on innovative technologies to help further this achievement.

As Director of Customer Experience, you will take ownership of the back-end infrastructure of our sales and communication portal. This includes responding to and organizing the stream of inbound conversations along with strategizing routine outbound communication to improve retention and maximize reorder rates with current and future customers and influencers.

Beyond daily responsibilities, we are looking for a change agent to hire, train and aggressively scale our customer experience team. You will be in charge of coaching the team and implementing reporting metrics to enforce accountability in the quest to maintain best-in-class communication standards and a steep growth trajectory.

 

Responsibilities

  • Manage Customer Portal - Oversee daily workflow, response time to customer queries, resolve customer issues.
  • Lead Customer Experience Team - Hire, lead, and coach team to create best-in-class methodologies for an exceptional customer experience, including training and onboarding, career development and rewards.
  • Manage improvements - Manage the implementation & maintenance of the company’s technological tools/portal to optimize CX and increase conversion rates.
  • Optimize Customer Lifecycle - Liaise with marketing teams to strategize outbound campaigns to improve customer engagement; drive creative efficiencies by leveraging new technologies.
  • Aggregate and Organize Customer Data - Develop and analyze reports on customer behavior and feedback so the team can manage and execute a segmented approach to customer outreach based on key performance metrics and classification (Net Promoter Score, Customer Satisfaction, etc)
  • Collaborate with supply chain, operations, finance and all other functions to provide best in class standards.

Characteristics of the successful candidate include: 

  • Strategic thinker who can assimilate market trends and needs quickly and create strategies to capitalize on the trends and needs to deliver growth.
  • Strong relationship skills: fits well with executive management team, is comfortable with rigorous give and take, communicative and collaborative style
  • Team player; effective in a matrix environment, ability to coordinate and collaborate across a broad organization to drive actions and results.
  • Experience in B2B industries with both direct served and distributor served go to market structure.
  • High initiative and drive; a self-starter who operates with speed, simplicity, and passion to succeed.

Requirements

This role requires full attention of the candidate & constant communication with our team. We are looking for a passionate, motivated and highly organized individual with self-starting tendencies and a bias towards action. The ideal candidate will feel confident representing the voice and general tone of the company, along with comfortable handling and digesting a large amount of real-time data.
 

  • Minimum 5 years experience in a CX-focused managerial role; preferably with a manufacturing company
  • Ready to go above & beyond to help the team; open to a flexible schedule. Travel will be ~ 30%
  • Excited to work in a fast­-paced and energetic environment
  • Comfortable managing a diverse team with multiple locations

 

What CRH Americas Offers You

 

  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

 

About CRH Americas

 

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

 

Meadow Burke, a CRH company, is a great place to grow! 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 career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!

 

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 

EOE/Vet/Disability--If you want to know more, please click on this link


Nearest Major Market: Tampa

Job Segment: Manager, Supply, Construction, Supply Chain, Management, Operations, Engineering