Customer Experience Team Leader

At Hunter Douglas, we're passionate about delivering exceptional customer experiences. As the global leader in window coverings, we're known for our innovative products, trusted brands and commitment to quality. Behind every great product is a team dedicated to providing outstanding service—and we're looking for a Customer Experience Team Leader to help lead the way. Reporting to the National Customer Service Manager, you'll lead a team of Customer Experience Specialists, ensuring our customers receive professional, responsive and solution-focused support every step of the way. You'll coach and develop your team, oversee daily operations, manage customer escalations and work collaboratively across the business to continuously improve the customer experience. If you're a people-focused leader who enjoys balancing operational excellence with team development and customer satisfaction, we'd love to hear from you.

Responsibilities

Lead, coach and develop a high-performing team of Customer Experience Specialists; Drive a positive, collaborative and customer-first team culture; Oversee daily customer service operations across phone, email and CRM systems; Allocate workloads to ensure service levels and response times are consistently achieved; 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; Work closely with Sales, Manufacturing, Supply Chain and Operations to deliver seamless customer outcomes; Monitor team performance, customer feedback and service metrics to identify opportunities for improvement; Support CRM enhancements, continuous improvement initiatives and future automation projects; All other duties as assigned

Requirements

Experience leading a customer service, customer experience or contact centre team; A passion for coaching and developing people; Strong customer service and problem-solving skills with a solutions-focused mindset; Experience managing customer escalations and delivering positive customer outcomes; The ability to build strong relationships with internal and external stakeholders; Experience working with service level targets, KPIs and operational reporting; Confidence using CRM systems and Microsoft Office applications; A continuous improvement mindset and the ability to identify practical ways to improve processes and service delivery

Benefits

Join a global market leader and trusted premium brand; Be part of a supportive and collaborative team culture; Ongoing training, development, and career growth opportunities; Access to Social Club; Birthday Leave: enjoy additional day of leave to celebrate your special day; The chance to make a genuine impact on the customer experience