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Director, Customer Experience
Fortune Brands Innovations
Lead and enhance luxury brand customer experience across North America
1d ago
$150,000 - $230,000
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Irwindale, CA
Hybrid
Company Size
25,000 Employees
Service Specialisms
Brand innovation
Water innovations
Outdoors
Security
Sector Specialisms
Home
Security
Digital Products
Commercial Building
Water
Outdoors
Connected Products
Safety
Role
What you would be doing
ai tools
crm
edi
contact center
kpi monitoring
service delivery
- Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies.
- Oversee regular quality audits, coaching loops, and service reviews.
- Ensure compliance with company policies, regulatory requirements, and customer care protocols.
- Partner with HR and Talent teams to recruit, onboard, and develop service professionals who embody our brand standards and values.
- Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment.
- Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio.
- Drive engagement strategies that support retention, morale, and team connection.
- Foster development and succession planning while promoting an inclusive and engaged service culture.
- Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels.
- Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions.
- Encourage a collaborative, growth-oriented, and inclusive culture across hybrid and remote environments.
- Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico.
- Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience.
- Create a culture of coaching, recognition, and continuous learning.
- Implement service improvements using customer feedback, data insights, and operational trends.
- Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction.
What you bring
crm
edi
contact center
mba
10+ years
cx strategy
- Knowledge of B2B customer service, order fulfillment, and supply chain workflows.
- Familiarity with outsourced customer service models.
- Proficient with CRM, EDI, and contact center platforms.
- 10+ years of leadership in customer service, contact centers, or luxury service environments.
- Background in luxury goods, hospitality, or high-touch service sectors.
- Ability to influence senior leadership and lead large-scale change.
- Willingness to travel and work flex hours as needed.
- Strong analytical, communication, and cross-functional collaboration skills.
- Experience leading remote/hybrid teams and large, high-touch operations.
- Advanced degree (MBA or similar).
- Experience in CX strategy, digital transformation, or contact center innovation.
- Bachelor’s degree in Business, Communications, Supply Chain, or related field.
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Interview process
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Company
Overview
- A leader in innovation, transforming everyday spaces with smart, functional products.
- Focused on creating sustainable solutions that enhance the way people live, work, and play.
- With decades of experience, the company has pioneered advancements in home hardware, kitchen, and bath industries.
- Their product lines include iconic brands that redefine comfort, performance, and design.
- From high-end kitchen systems to innovative home security technologies, Fortune Brands is at the forefront of next-gen solutions.
- Known for its strong financial growth, the company continues to expand its reach globally with cutting-edge designs.
- They have a history of pushing boundaries with both traditional and digital product offerings.
- Purpose: "We Elevate Every Life by Transforming Spaces into Havens."
- Blueprint Behaviors: "Think Big, Learn Fast; Work It Together; Make the Hard Call."
- Strategic Drivers: "Brands that Create Impact; Partner that Sets the Pace; Ecosystems that Change the Game; Fuel that Powers our Purpose."
- High standards: core values include integrity and accountability (from Code of Business Conduct and Ethics).
- Operating model focus areas: category management, global supply chain excellence, business simplification, digital transformation.
30% by 2030
Carbon Emissions Reduction
Aims to reduce Scope 1 & 2 carbon emissions by 30% from 2022 baseline by 2030.
50% by 2030
Renewable Energy Offset
Target to offset 50% of electricity usage with renewable sources by 2030.
1.4m kWh
On-Site Solar Generation
Generated 1.4 million kWh of solar energy in 2023 across three sites, with one more site expected by 2025.
1 Trillion Gallons
Water Conservation Goal
Aimed to save 1 trillion gallons of water by 2030; achieved ~257 billion gallons by 2023.
2,000 Tons
Ocean Plastic Repurposed
Target to repurpose 2,000 tons of ocean plastic by 2030; achieved ~750 tons by 2023.
- Signed virtual power purchase agreement for 60 MW solar in CA, starting early 2028, covering ~68% of 2023 electricity usage.
- Fiberon PE composite decking contains ≥94% recycled mixed wood fiber and plastic; recycles ~100 million lbs of plastic annually.
- Therma‑Tru doors are ENERGY STAR qualified and designed for energy conservation.
- Global TRIR safety record: <1.0 in 2023 (ex‑acquisitions).
60% associates
Hourly Production Roles
60% of associates work in hourly production roles, reflecting equitable employment opportunities.
TRIR <1.0
Global Safety Metric
The company maintains a global Total Recordable Incident Rate (TRIR) below 1.0, demonstrating a commitment to a safe and inclusive work environment.
2021 DEI Strategy
Comprehensive Equity Initiative
A comprehensive diversity, equity, and inclusion (DEI) strategy was launched in 2021, informed by global employee engagement surveys and actionable outcomes.
First ESG-linked Goals
2021 Implementation
The company introduced its first environmental, social, and governance (ESG)-linked DEI goals in 2021, emphasizing transparency and accountability in diversity and inclusion efforts.
- Associate Resource Groups (ERGs) support inclusivity and authentic self-expression.
- Women representation: Board composition above benchmark for manufacturing companies (as of May 7, 2024).
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