At a Glance
- Tasks: Lead customer experience and quality strategy across EMEA, driving excellence in operations.
- Company: Global leader in smart, sustainable building solutions with a focus on innovation.
- Benefits: Attractive salary, comprehensive benefits, and extensive professional development opportunities.
- Other info: Join a diverse team committed to safety and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and quality in a dynamic environment.
- Qualifications: 15+ years in quality or customer experience, with strong leadership and analytical skills.
The predicted salary is between 80000 - 100000 £ per year.
Location: EMEA
Reports To: Vice President Quality
Function: Lean Transformation
Johnson Controls is a global leader in smart, sustainable building solutions. We deliver innovation that transforms environments where people live, work, learn, and play. As the global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. We enable customer success through operational excellence, responsible sourcing, supply chain resilience, and long‑term strategic partnerships.
Role Summary
The Sr. Director Customer Experience & Quality – EMEA is a strategic leadership role responsible for defining and driving the overall customer experience and quality strategy across the EMEA region. This role oversees quality systems, customer experience programs, and operational and manufacturing and supplier quality excellence, drive key initiatives to ensure products, services, and processes meet both internal and external expectations, as well as regulatory and industry standards. The role will partner closely with regional leadership, commercial teams, and global stakeholders to enhance customer satisfaction, strengthen quality governance, and support sustainable business growth.
Key Responsibilities
- Strategy & Leadership
- Define and implement the EMEA customer experience and overall quality strategy aligned with global Quality and regional business objectives
- Lead and develop a high-performing regional quality and customer experience organization
- Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management
- Customer Experience (CX) Excellence
- Drive end-to-end customer experience initiatives across the customer journey (pre-sales to after-sales)
- Establish KPIs and governance for customer satisfaction (e.g., NPS, VOC insights)
- Identify key customer pain points and lead cross-functional improvement initiatives
- Quality Management & Compliance
- Ensure compliance with applicable quality standards, regulations, and certifications across EMEA markets
- Oversee quality assurance processes, audits, and continuous improvement programs
- Drive product reliability and quality performance to meet technical specifications and customer expectations
- Operational Excellence & Continuous Improvement
- Lead root cause analysis and corrective/preventive action programs (CAPA)
- Drive Lean / Six Sigma / continuous improvement initiatives across the region
- Strengthening quality systems, processes, and digital tools to improve efficiency and transparency
- Cross-functional Collaboration
- Partner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and CX alignment
- Collaborate with global teams to localize best practices for EMEA markets
- Support critical business initiatives such as new product introduction (NPI) and key market expansion
- Risk & Escalation Management
- Manage high-impact quality and customer issues across the region
- Establish escalation mechanisms and ensure timely resolution of critical cases
- Monitor and mitigate operational and reputational risks
Skills & Competencies
- Customer-centric mindset
- Data-driven decision making
- Excellent communication and relationship‑building abilities across global, regional, and local levels
- Ability to operate in complex, matrixed environments with multiple stakeholders
Qualifications & Experience
- Minimum 15 years’ experience in quality, customer experience, or related functions, including regional leadership experience
- Proven track record in leading large, cross-functional teams in a matrix organization
- Strong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworks
- Experience in industrial, HVAC, manufacturing, or related industries is highly preferred
- Strong analytical, problem-solving, and decision-making capabilities
- Excellent communication and stakeholder management skills, with ability to influence senior leadership
What We Offer
- Competitive Compensation: Attractive salary package aligned with experience and performance.
- Comprehensive Benefits: Car options, pension, life assurance, employee assistance program, referral incentives, and discount programs.
- Learning & Development: Extensive professional development, global exposure, and cross‑functional growth opportunities.
- Inclusive Culture: A collaborative and diverse environment that values innovation, teamwork, and continuous improvement.
- Safety Commitment: A strong Zero Harm policy embedded in all operations.
- Diversity & Inclusion: Active Business Resource Groups and a culture that celebrates diverse perspectives.
Sr. Director, Customer Experience & Quality - EMEA in Stockport employer: Dormont Manufacturing Co
Johnson Controls is an exceptional employer, offering a dynamic and inclusive work culture that prioritises innovation and collaboration. With a strong commitment to employee development, you will have access to extensive professional growth opportunities and a competitive benefits package, including car options and comprehensive health plans. Located in the EMEA region, this role allows you to make a meaningful impact on customer experience and quality while contributing to sustainable building solutions that benefit people and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Director, Customer Experience & Quality - EMEA in Stockport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr. Director, Customer Experience & Quality - EMEA in Stockport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
