We heard you knock!
Act as a champion for excellent customer experience leveraging best practices and industry leading approaches, focusing on the preference for digital and ecommerce approaches, to optimize the end user’s influence, buying journey from inspiration, selection installation, and post purchase support to achieve best in class customer satisfaction scores with the goal of creating advocates for Masonite.
Identify strategic and financially attractive services that create connectivity between customer experience, customer loyalty and customer care by collaborating with BU (NA Residential, UK, Architectural) product management, product marketing, channel marketing, and sales teams, IT, and operations. Deliver service experiences that are desirable and feasible for the organization, and viable for the business in an agile test and learn methodology to demonstrate success with data.
Responsible for uncovering and providing gaps, introduce design improvements across people, process and technology to deliver a brand appropriate customer experience. Collaborate with channel and sales for implementation of tools and services to assist in inspiring / converting interested end users and growing relationships with channel partners end-users rely upon to make buying decisions.
Lead a team to achieve Masonite’s goal to win at the final point of sale supporting marketing, IT and operations teams mentoring team members understand their roles, increase engagement and have line of sight between their work and Masonite’s strategies.
Develop and incubate new solutions (e.g. enterprise CRM focused on homeowner/contractor actors, DTC customer service) Provide a complete view of consumer and technical service support in this new area for the company connecting the digital tools with analog and digital support processes.
Education
- Bachelor’s degree required
- Masters preferred
Experience
- 10-15 years of industry relevant experience, preferably in the building products arena, in product, channel, project management, and / or operations
- 3-5 years of digital and channel development leadership experience; should include accountability for leading business digital product owner priorities, strategic channel development, supply planning and operations integration towards end user and customer defined success criteria, client/partner engagement for digital service success, and delivery to identified strategic and financial objectives
- Demonstrated success in a growth environment focusing on agile business practices, fact-based decision making and continuous improvement
- Ability to lead commercial initiatives in a large cross functional organization, particularly within multi-step channels in the building products arena a plus
- Demonstrated ability to empathize with end-users and key stakeholders to understand how their needs influence purchase decisions and how / where Masonite should position itself for success
- Collaborative, cross functional leader able to influence with integrity and lead cross functional teams in a matrix structure
- Strong work ethic with an inherent sense of ownership and responsibility
- Agile mindset, comfortable operating in an evolving environment