Customer Experience Manager
Position Description
At a Glance
Legrand has an exciting opportunity for a Customer Experience Manager to join the Kenall Team in Kenosha, WI.
The Customer Experience Manager will be responsible for designing, implementing, and optimizing customer experience strategies that drive satisfaction, loyalty, and brand advocacy. This role will collaborate cross-functionally with sales, marketing, product development, and operations to ensure that every customer interaction reflects our commitment to excellence.
Key Responsibilities
- Leading the Account Managers Team: Lead and support the Account Managers in their support or our agent/customers to ensure high performance and engagement.
- Process Improvement:Identify pain points and implement solutions to streamline service delivery and reduce friction.
- Training & Enablement:Develop training programs to ensure customer-facing teams are equipped with product knowledge and service skills.
- Technology & Tools:Evaluate and implement CX tools to enhance customer interactions and data visibility.
- Customer Journey Mapping:Analyze and enhance the end-to-end customer journey across channels. Build detailed, end-to-end customer journey maps that reflect actual customer behaviors, pain points, and emotions across multiple touchpoints.
- Voice of the Customer (VoC):Develop and manage feedback programs (surveys, reviews, NPS) to capture insights and drive improvements.
- Reporting & Analytics:Monitor KPIs such as CSAT, NPS, first response time, and resolution rates; present insights to leadership.
- Cross-Functional Collaboration:Partner with product, sales, and marketing teams to align customer experience initiatives with business goals.
- Customer Advocacy: Act as the voice of the customer within the organization, ensuring feedback is translated into actionable improvements in products, services, and processes.
- Benchmarking & Best Practices: Stay current with industry trends, emerging CX technologies, and competitor practices; recommend innovative strategies to maintain a competitive edge.
Qualifications
Qualifications
- Bachelor’s degree in business, Marketing, Communications, or related field.
- 5+ years of experience in customer experience, customer service, or related roles.
- Experience in the lighting, a plus.
- Strong leadership and team management skills.
- Excellent communication, problem-solving, and analytical abilities.
- Proficiency in CX tools.
- Passion for customer-centric thinking and continuous improvement.
Company Info
About Legrand
Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en
About Legrand North and Central America
Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us
About Legrand’s Lighting Sector
Legrand’s Lighting Sector consists of five lighting brands; Pinnacle, Finelite, Focal Point, and OCL which focus on architectural, decorative, and downlighting and Kenall which focuses on lighting for demanding environments. We employ a talented group of employees that love lighting to design and manufacture high performance, energy efficient LED lighting solutions for applications in commercial, educational, healthcare, as well as challenging environments such as tunnels and correctional facilities. With an eye toward sustainable design, our focus is on specification-oriented products and solutions that meet the functional needs of spaces while working in harmony with the designer’s vision for those spaces. We work with architects, engineers, and contractors to supply lighting built specifically for their client’s projects.
http://www.legrand.us
http://www.youtube.com/legrandna
http://www.linkedin.com/company/44580
http://twitter.com/legrandNA
Equal Opportunity Employer
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