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Customer Experience Supervisor

JOB DESCRIPTION Principal Duties and Responsibilities The responsibilities include the following (other duties may be assigned): Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity. Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth. Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials. Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution. Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction. Support the organization's transition from a traditional customer service model to a proactive, end-to-end customer experience approach. Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality. Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution. Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency. Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience. Qualifications Experience and Education Required Minimum of 3-5 years of experience in customer service or customer support roles At least 2 years of experience in a lead or supervisory role. Demonstrated experience handling escalated customer issues and resolving complex service challenges. Experience working with CRM or ERP systems and customer service platforms. Education and Experience Preferred Bachelor's degree in Business Administration, Operations Management, or a related field. 5+ years of direct supervisory experience in a customer service or customer experience environment. Experience in a manufacturing or distribution environment. Experience with Microsoft Dynamics 365 (D365) or similar ERP systems. Prior experience leading process improvement initiatives or participating in continuous improvement programs. Specific Knowledge, Skills, and Abilities Required Strong understanding of customer service principles, customer experience strategies, and service recovery techniques. Ability to lead, motivate, and develop a team in a fast-paced environment. Strong organizational skills with the ability to manage multiple priorities and deadlines. Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools. Ability to analyze data, identify trends, and translate insights into actionable improvements. Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution. Adaptability and willingness to embrace change and support system/process enhancements. Reasoning Ability Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions. Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action. Capable of balancing customer needs with business objectives to make sound, timely decisions. Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction. Strong critical thinking skills with the ability to anticipate issues and proactively address them. Certificates, Licenses, and Registrations None Required Physical Demands The physical demands described here are representative of those required to successfully perform the role's essential functions. Reasonable accommodations will be made for individuals with disabilities. Prolonged periods of sitting at a desk and working on a computer. Walking through office and manufacturing environments, using appropriate personal protective equipment. Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds. Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities. Work Environment The work environment is representative of those an employee would encounter in a normal office environment position with some exposure in the manufacturing and distribution center environments. This position could travel up to 10% of the year, depending upon business needs. Key Performance Indicators (KPIs) Timeliness and effectiveness of issue resolution, including escalation turnaround time. Volume and trend of customer complaints and successful resolution rates. Team productivity and service level adherence. Employee engagement and retention within the customer service team. Adoption and effectiveness of process improvements and system enhancements. Data accuracy and quality within CRM/ERP systems. Cross-functional stakeholder satisfaction with customer service support.Apply for this ad Online! ....Read more...

Sr Director (Global Product Management)

JOB DESCRIPTION Tremco Construction Products Group (CPG), part of RPM International Inc., unites industry-leading building envelope solutions manufacturers, service providers and trusted brands-including Tremco, Nudura, Dryvit, Willseal, Weatherproofing Technologies, Inc. and Weatherproofing Technologies Canada-to deliver comprehensive, integrated building systems. With operations spanning North America, Europe, Asia-Pacific, India and Latin America, Tremco CPG has a global presence supported by regional businesses and distributors who understand local market needs for commercial, industrial and residential construction and restoration projects. GENERAL PURPOSE OF THE JOB: The Senior Director, Global Product Management leads Tremco CPG's global product strategy, overseeing product development, lifecycle management, and market alignment across North America and Europe from ideation to end of life. This role drives innovation, operational efficiency, profitability and strategic growth while ensuring that products meet regulatory standards, market demands, and company financial goals. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide global strategic leadership across North America and Europe, with direct oversight and management of Directors of Product Management for North America and Europe. Develop and define global strategy, set long-term vision and roadmap for the product portfolio, aligning it with company goals and identifying new market opportunities. Align product initiatives with global growth objectives and sustainability goals. Support strategic partnerships, acquisitions, and new market expansion. Oversee global lifecycle management and portfolio strategy. Steer the product development process from concept to launch, partnering cross-functionally with R&D, Strategy, Sales, Operations, Marketing, and Technical Services. Ensure compliance with international, regional, and local building codes, environmental regulations, technical standards and specifications, and sustainability goals. Communicate global product release schedules and implement best practices. Optimize the OneTremco portfolio, manage product mix across regions including product rationalization and managing SKUs to reduce complexity. Drive value engineering initiatives to reduce costs through formula optimization, raw material sourcing, and manufacturing efficiencies without sacrificing quality. Foster a culture of innovation, collaboration, and accountability. Participate in strategic planning, product launches, and industry events. Drive the introduction of new, innovative products or technologies. Lead market research initiatives and engage with contractors, architects, and building owners to understand voice of the customer (needs, pain points, and emerging trends). Investigate competitive offerings to position company products as market leaders and identify gaps in the market. Conduct global market intelligence and represent Tremco CPG in industry forums. Establish global floor pricing and, in partnership with Sales and Pricing develop pricing models that maximize margin and volume. Lead team, foster a data-driven culture, collaborate cross-functionally to align on product, pricing and go-to-market strategies, and provide executive level updates on product performance, ROI, and market dynamics. Provide staff with coaching and mentoring to develop, grow and retain talent. Perform other duties as requested, required or assigned. EDUCATION REQUIREMENT: Bachelor's degree in related field required; Master's degree (M.A.) or equivalent preferred; or equivalent combination of education, training, and experience. EXPERIENCE REQUIREMENT: 10+ years of progressive product management experience, including global leadership; or equivalent combination of education and experience. CERTIFICATES, LICENSES, REGISTRATIONS: Valid U.S. Passport required. OTHER SKILLS, ABILITIES, AND QUALIFICATIONS: Proven success managing complex product portfolios and international teams. Strong analytical, strategic thinking, and communication skills. Proficiency with MS 365 Suite; experience with SAP, Power BI, and CAD tools preferred. Proven leadership, coaching, and mentoring skills to build bench strength and grow team members. Cultural awareness in working with diverse teams across multiple countries EUROPEAN MARKET-SPECIFIC QUALIFICATIONS Experience navigating European regulatory frameworks (CE, REACH, EPDs). Familiarity with European construction standards and certification bodies. Success launching and managing products across multiple EU markets. Multilingual capabilities or experience in multilingual business environments preferred. Understanding of EU market dynamics, customer behavior, and distribution channels. TRAVEL REQUIRED: Up to 75% domestic and international travel may be required. WORK LOCATION: On-site at our office in Conroe, TX. PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, talk, hear, taste, and lift up to 25 lbs. BENEFITS AND COMPENSATION: The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education. All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. ABOUT US Tremco Construction Products Group is the industry's only provider of comprehensive systems and services for all six sides of the building enclosure. Whether new construction or restoration, commercial, residential, in-field or in-plant - structures with CPG systems are easier to build and maintain, virtually impervious to the elements, and can provide any look desired. For restoration and renovation of existing structures, Tremco CPG's six-sided solutions deliver demonstrable performance at the lowest possible life-cycle costs, and ensure peace of mind through long-term warranties and maintenance programs. Tremco CPG represents the combined power of Dryvit Systems, Nudura Inc., Willseal and Tremco Incorporated's Commercial Sealants & Waterproofing, Roofing & Building Maintenance, along with affiliates Weatherproofing Technologies (WTI) and Weatherproofing Technologies Canada.Apply for this ad Online! ....Read more...

Marketing Manager

Marketing ManagerLeedsPermanent, Full timeSalary: £35-40k DOEClosing date: 27th May 2026About this position:Reporting to the Partnerships Director, you’ll be joining us at an exciting time as we have set our new marketing plan and implemented HubSpot. You’ll have a real opportunity to shape how we tell stories and build our network to increase our impact.We are looking for a results-driven Marketing Manager to plan, deliver and optimise integrated marketing campaigns that drive brand awareness, engagement and pipeline growth. This role will own campaign execution end-to-end, from content creation through to performance analysis. You will make full use of HubSpot, our website, social media channels, PR and our thought leadership activities.Our ideal candidate is both creative and analytical: someone who enjoys crafting compelling content, running multi-channel campaigns and using data to continuously improve results.Our ideal candidate will have experience in a B2B context, be proactive and entrepreneurial. Importantly, they will champion our vision of a society where a young person’s potential isn’t limited by their background.The key responsibilities of this role will include:Integrated Campaign Management Plan and deliver integrated marketing campaigns aligned to commercial and brand objectives.Coordinate activity across HubSpot, the website, social media platforms and PR.Conceive and execute effective, targeted event management including securing representation for Ahead Partnership at key sector conferences and events.Manage campaign timelines, messaging and workflows to ensure consistent execution. Content Creation Draft and edit high-quality marketing content including blogs, landing pages, emails, social posts and campaign assets.Develop thought leadership content such as articles, whitepapers and case studies.Ensure all content is on-brand, audience focused and aligned with our growth strategy. Marketing Automation and HubSpot Build and manage campaigns using HubSpot, including email marketing, workflows, forms and landing pages.Work with the wider team to maintain clean data and contact lists to support targeted campaign delivery.Collaborate with the growth team to support lead nurturing and handover processes. Brand, Website, Social Media and PR Work with internal teams to publish website and social media content, owning the marketing content calendar.Use social media platforms to amplify our campaigns and upskill our team to effectively use social media.Work in partnership with our external PR agency.Brand guardianship and development of our brand guidelines and communications guidance for our team. Reputation Actively network to promote the work we do and build our reputation among key forums in our priority sectors.Horizon scan and position our work at key conferences and events aligned to key sectors, identifying speaking opportunities for our leadership team. Data, Measurement and Reporting High levels of data analysis and management to support reporting requirements in line with data regulations.Implementation of tools and resources to monitor ROI of marketing.  Programme Communications Support clients who have marketing requirements, e.g. managing press at our activities or drafting written content.Sign off external communications and act as a liaison point for all partners wishing to publish communications about their work with Ahead Partnership. We are looking for the following skills and experience:Essential Proven experience (3 years+) of planning, executing and evaluating integrated marketing campaigns across multiple channels.Experience of working with clients, demonstrating your ability to understand a client’s needs and how to provide excellent client service through marketing activity.Direct experience of running campaigns through CRM platforms (we use HubSpot and Dynamics).Strong data analysis skills, including campaign performance tracking and reporting.An ability to adapt communications to work with a variety of audiences including clients, stakeholders, schools and young people.Excellent written and verbal communication skills. Desirable Experience supporting lead generation, nurturing and pipeline growth.Experience in B2B Marketing.Understanding of long sales cycles and complex buyer journeys.Experience managing budgets with external suppliers. HOUSEKEEPINGWorking hours – a standard full-time week is 37.5 hours.The role is based in Leeds, however, there could be travel across the UK. This could include overnight stays as required (with reasonable notice provided). Unsociable hours may be required.There is a requirement to be in the office a minimum of 2-3 days per week. Beyond this, flexible working and other arrangements are happily considered.   As we work with young people, all staff are required to undertake a Criminal Record Bureau/DBS check upon joining, and the checks are repeated throughout your employment.If you are interested in this role but don’t meet every requirement, don’t let that put you off. We’re interested in potential, attitude and willingness to learn just as much as experience.Our vision is a society where a young person’s potential isn’t limited by their background. That means we recognise the importance of our team reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.Application ProcessIf you are interested in applying for this role, please submit a CV and covering letter. If your application is put through to the next stage, you will be invited to an in-person interview where you will be set an assessment that will be shared with you in advance of your interview.  INDLS Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful. ....Read more...