Customer Experience Planning and Performance Manager - Broomfield, United States - Hunter Douglas

Description

Job Description

Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.

We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What's yours?

Position Overview

The Customer Experience (CX) Planning and Performance Management (PPM) Manager supports the CX and Growth Group planning cycle while providing monthly analytics, reporting, and total functional, unit, and zone performance insights. The PPM manages the tools to develop and monitor the CX management system, processes, key performance indicators (KPIs), and other program initiatives.

The Growth Group's foundational strategies include digital transformation, organic expansion through new programs and solutions, and piloting whitespace efforts whenever possible. The CX PPM will also work alongside the Head of Revenue Growth to support dealer strategies, pricing, and market insights while serving as a subject matter expert for CX and the broader voice of the customer and NPS programs.

The overall scope of the role is to cover reporting and analytics for CX within Hunter Douglas North America while also managing the financial results. Additionally, the position is responsible for continuous improvement of the management system and the accuracy of CX North Star KPIs while acting as the owner of strategic priority mappings and overseeing select Management by Objectives (MBOs) initiatives. A Planning Performance Manager oversees and coordinates the planning and execution of performance management systems within the organization. This role would involve a combination of skills and responsibilities from both planning and performance management disciplines.

Specific examples include managing $50M+ budgets and developing consolidated Centers of Excellence (COE) to improve productivity and efficiency gains. Integrating the data collected from enterprise wide NPS programs and running correlation analysis to identify financial and non-financial improvements. Participating in digital transformational projects to establish whitespace opportunities for installation services, B2B2C digital selling systems, improved self-service solutions to drive contact reductions, and more. By nature, the role is cross-functional and requires building relationships, generating excitement and alignment, and more.

What you'll do

1. Performance Management System Oversight:

• Designing and implementing performance management systems that align with the company's strategic objectives.
• Evaluating employee performance and providing feedback to ensure alignment with organizational goals.
• Setting employee goals, conducting evaluations, and developing employee development plans.

1. Project Management:

• Leading and managing projects to optimize operations, improve internal and customer (retailer), or manage cross-functional projects.
• Preparing and presenting status reports and overseeing the execution of specific goals and objectives.

1. Data Analysis and Collection:

• Collecting, analyzing, and reporting on performance data to monitor progress and identify areas for improvement.
• Utilizing performance management tools and systems to track progress against goals.

1. Continuous Improvement:

• Leading Lean Six Sigma projects and other continuous improvement initiatives to enhance operational efficiency.
• Identifying and managing process improvement programs to upgrade productivity and product quality.

1. Strategic Planning and Alignment:

• Defining performance standards and indicators that are SMART (specific, measurable, achievable, relevant, and time-bound).
• Ensuring that performance objectives are aligned with the company's vision, mission, values, and strategy.

1. Stakeholder Communication:

• Communicating performance standards and objectives clearly and consistently to all stakeholders.
• Providing ongoing support and coaching to employees to help them achieve their performance targets.

1. Technical and Analytical Skills:

• Proficiency in technical support and data management tools, such as ERP, CRM systems, and analytics solutions (e.g., PowerBI). Basic knowledge of advancing Generative AI and other emerging technologies.
• Strong analytical skills to analyze performance metrics and make informed decisions.

1. Interpersonal and Leadership Skills:

• Excellent interpersonal skills to work closely with employees and executives.
• Leadership skills to shape and direct the organization by coordinating people and resources.

1. Ad-Hoc:

• The subject matter's scope should focus on sales, workforce planning, forecasting/reporting, industry analysis, technology requirements gathering, financial planning and analysis, etc.
• Coordinate with BU presidents, commercial leaders, supply chain, and finance.
• Assists other Global initiatives and projects as necessary.

Additional Considerations:

• The role may require adapting quickly to changing circumstances and working well in a fast-paced environment.
• A Planning Performance Manager must also be able to identify and address any performance gaps, issues, or risks that may arise.
• They should be able to provide constructive feedback and discuss areas for improvement during formal performance reviews.
• Travel: Approximately 15-25%

Who you are

• 5-7 years' experience of customer experience, finance, and consulting experience
• Analytics or computer science/ data scientist educational background
• Digital transformational experience and running large-scale program/product management
• Ability to build, manage, and foster a team-oriented environment
• Ability to interact with the internal management team and external client contacts using strong leadership and communication skills
• Proven ability to work creatively and analytically in a problem-solving environment
• Excellent communication (written and oral) and interpersonal skills
• Strong interpersonal communication, influencing, and advanced Excel, and PowerPoint abilities are essential
• Advanced modeling skills in SQL, Python, or comparable query language competencies
• Highly analytical and proficient with database and visualization tools such as Tableau and/or Power BI
• Strong Excel skills, including formulas, VLOOKUPs, and conditional formatting
• Ability to mine complex datasets and generate actionable business recommendations

What's in it for you?

• Annual base salary range: $118,000- $135,000
• Bonus target range: 25-35%
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.

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Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.