Customer Experience Team Leader

About the role

Hunter Douglas is seeking a Customer Experience Team Leader to drive exceptional service across phone, email and CRM channels. Reporting to the National Customer Service Manager, you will lead a team of Customer Experience Specialists, ensuring fast, solution‑focused support for our global clientele.

Key responsibilities

• Lead, coach and develop a high‑performing team of Customer Experience Specialists.
• Foster a collaborative, customer‑first culture and allocate workloads to meet service level targets.
• Oversee daily operations across phone, email and CRM systems, ensuring consistent response times.
• Conduct regular coaching sessions, one‑on‑ones and performance reviews.
• Support recruitment, onboarding and workforce planning.
• Manage complex customer enquiries and escalations, delivering timely resolutions.
• Collaborate with Sales, Manufacturing, Supply Chain and Operations to ensure seamless customer outcomes.
• Monitor performance metrics, customer feedback and service data to identify improvement opportunities.
• Contribute to CRM enhancements, continuous‑improvement initiatives and automation projects.

Required profile

• Proven experience leading a customer service, customer experience or contact‑centre team.
• Passion for coaching and developing people.
• Strong problem‑solving abilities with a solutions‑focused mindset.
• Demonstrated ability to manage customer escalations and achieve positive outcomes.

Required skills

What we offer

• Competitive total compensation package.
• Robust benefits designed to support employee wellbeing.
• Opportunities for accelerated growth within a global, innovative company.