Director, Customer Experience & Process

Do you want to work for a stable, growing organization that reaches back more than 130 years?  Our steel tube and pipe products have helped build landmarks and buildings in North America; Come build your career at Zekelman Industries! 

The Director of Customer Experience & Process works across multiple functions, businesses, and geographic regions to measure and meaningfully improve our customer service experience. This role is responsible to ensure we grow our customer loyalty, brand reputation, and ease in which our partners do business with us. Reporting to the VP, Supply Chain Management, the Director will partner with internal departments in setting the strategic vision, direction, and standards for championing a best in class customer experience. 

Responsibilities:

• Work with each business unit to identify customer needs and develop world class customer service and inventory management programs
• Identify customer issues related to our process and develop solutions to exceed customer expectations
• Identify opportunities to employ technology to achieve customer service goals across all Pipe and Tube businesses.
• Define and communicate business unit technology needs with Zekelman IT Department and coordinate implementation of technology to exceed customer expectations
• Work closely with e-commerce divisional team leads to develop operational rollout plans
• Develop a road map that delivers an infectious consumer experience that drives customers to show preference and loyalty
• Assist with the development of web functionality, customer facing internal business processes across all business units
• Accountable for communicating effectively; coordinating with others and maintaining strong peer relationships to maximize enterprise change capability

Education/Experience:

• The ideal candidate will be a high energy Customer Experience expert with at least 10 years of previous experience leading a technically savvy organization with demonstrated successful results.
• Bachelor's Degree required

Skills required:

• Open and accessible leadership style, with the ability to consistently achieve positive results
• Deep subject matter expertise and technical solutions skills
• Proven ability to work with external technology vendors and internal IT teams
• Comprehensive knowledge of the e-commerce landscape and KPI`s, with the ability to apply this knowledge to solve complex problems successfully
• Excellent communication skills, with the ability to listen to understand, and to translate the company/brand strategy to e-retailers and enroll them in support of strategies
• Strong negotiating skills with the ability to influence up one or more levels within the organization.
• Ability to work effectively within a fast paced, complex matrix and changing environment
• Ability to develop reporting staff to full potential and to build leaders for the future
• Flexibility to travel as required
• Regular, full-time, attendance is an essential function of this role
• Lead and promote health and safety work practices as required by regulatory agencies and company policy

Zekelman Industries offers competitive compensation and excellent benefits, including low-cost, high-quality medical and dental benefits.  In addition, we have an amazing tuition assistance program, a bonus plan, a 401(k) plan with a generous company match, immediate vesting, and much more.

M/F/D/V

We are Zekelman Industries.

We manufacture superior quality tubular and related products, and provide outstanding service for our valued customers.

We seek to continuously advance the skills and opportunities of our employees, utilizing the latest technology and management tools available to consistently increase profitability and the enterprise value of Zekelman Industries and of our customers.