Customer Experience Team Leader

About the role

Hunter Douglas is seeking a Customer Experience Team Leader to drive exceptional service across its global customer base. Reporting to the National Customer Service Manager, you will lead a team of Customer Experience Specialists, ensuring every interaction reflects the brand’s commitment to quality and innovation.

Key responsibilities

• Lead, coach, and develop a high‑performing team of Customer Experience Specialists.
• Foster a collaborative, customer‑first culture and oversee daily operations across phone, email, and CRM channels.
• Allocate workloads to meet service level agreements and response time targets.
• Conduct regular coaching sessions, one‑on‑ones, and performance reviews.
• Support recruitment, onboarding, and workforce planning.
• Manage complex customer enquiries and escalations, ensuring timely resolution.
• Collaborate with Sales, Manufacturing, Supply Chain, and Operations to deliver seamless outcomes.
• Monitor performance metrics, customer feedback, and identify improvement opportunities.
• Assist with CRM enhancements, continuous‑improvement initiatives, and future automation projects.

Required profile

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

Required skills

What we offer

• Competitive total compensation and benefits package.
• Opportunities for accelerated growth and career development.
• Dynamic, innovative environment within a global market leader.