Do you have a passion for delivering exceptional customer experiences and leading teams to success? Are you energized by improving customer satisfaction, building strong relationships, and ensuring every customer interaction reflects our commitment to service excellence? If you answered yes to these questions, then we should talk!

Fleming and Baron, an ASSA ABLOY company, is adding a Customer Experience Manager to the team. This position will be located on-site at our Woodbridge, Ontario manufacturing facility.

Customer Experience Manager?

You will be responsible for managing customer-facing teams and ensuring processes, systems, and service standards support a seamless customer experience. You will work closely with internal and external stakeholders to identify improvement opportunities, address customer concerns, and foster a culture of accountability, collaboration, and continuous improvement

Lead and support customer-facing functions, including Customer Service, Pricing, Order Entry, and After-Invoicing Claims, ensuring high service standards and operational effectiveness.

Monitor customer satisfaction metrics, including Net Promoter Score (NPS), and develop action plans to drive continuous improvement.

Analyze customer feedback and trends to identify opportunities for process improvements and enhanced service delivery

Partner with Sales, Operations, Engineering, and other departments to support customer needs and improve cross-functional collaboration

Manage and resolve complex customer concerns and escalations in a timely and qualified manner.

Establish and maintain service standards, procedures, and performance expectations for customer-facing teams.





Drive continuous improvement initiatives that increase efficiency, reduce customer pain points, and improve business outcomes.

Ensure customer-facing teams are equipped with the tools, knowledge, and resources required to deliver exceptional service.

Prepare and present regular reporting on customer service performance, customer trends, and improvement initiatives

Foster a customer-focused culture that promotes responsiveness, accountability, and operational excellence

Ensure compliance with all local regulations, company policies, and the ASSA ABLOY Code of Conduct

Travel as needed to support customer engagement and business priorities

Bachelor’s degree in business, Marketing, Communications, or a related field

(MBA or advanced degree preferred)

5 - 7+ years of experience in Customer Experience, Customer Service, Operations, or a related field

Proven ability to lead customer-facing teams and drive service excellence

Proven leadership capabilities, including coaching, performance management, conflict resolution, employee development, and the ability to successfully lead teams through change while maintaining engagement and accountability

Strong industry knowledge is an asset, ideally from large general contracting firms or roles connecting to owners, architects, designers,



and builders

Experience analyzing customer feedback and operational metrics to drive improvements.

Strong organizational and project management skills with the ability to manage multiple priorities

Excellent interpersonal, communication, and relationship-building skills.

Experience improving customer satisfaction measures, including NPS or similar metrics

Knowledge of manufacturing, construction, building products, or related industries is considered an asset

Proficiency with customer service systems, reporting tools, and Microsoft Office applications

Project management experience is an asset

Paid Vacation, Sick Time, and paid Statutory Holidays

Medical, Dental, Vision, RRSP, Short and Long-term Disability, Life and AD&D; Insurance

Tuition Reimbursement, Learning and Career Development opportunities

Employee Assistance Program

Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

We are building diverse, inclusive teams, andencourageapplications from everyone who can see themselves working with us.

AADG, Inc. is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities.

📌 Head of Client Experience (Vaughan)
🏢 Assa Abloy
📍 Vaughan