Director, Customer Experience

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high‑performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged to be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

As the Director, Customer Experience for our Luxury Brands, you will manage and guide all aspects of consumer and customer service delivery across our luxury product brand portfolio in North America. This role oversees high‑touch service operations, including order entry, technical product support, warranty services, and direct B2B and B2C interactions across remote, hybrid, and in‑person teams. You will bring a strong understanding of contact center operations, supply chain collaboration, and service transformation to drive quality, efficiency, and an elevated brand experience.

We value individuals who can Think Fast, using data and technology to inform decisions and improve service models;
Work It Together, building trust‑based partnerships across diverse teams and locations; and Make the Hard Call, confidently navigating complexity with thoughtful, balanced decision‑making.

This position is eligible for a hybrid schedule based out of Deerfield, IL. Effective fall 2025, Fortune Brands will transition to a new world‑class campus in Deerfield, bringing together associates from across our U.S. offices, brands, and functions. The campus will offer vibrant work spaces for collaboration, along with amenities for dining, onsite daycare, fitness and recreation.

• Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio.
• Manage a dispersed team of 165 associates, including 4–8 direct reports, with teams located in the U.S. and Mexico.
• 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.
• Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction.
• Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast‑paced environment.

• Build and maintain a luxury‑first service mindset that reflects brand expectations across high‑touch interactions.
• Implement service improvements using customer feedback, data insights, and operational trends.

• Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience.
• Identify and implement scalable, future‑ready solutions that align with evolving customer needs and business strategies.

• Partner with HR and Talent teams to recruit, onboard, and develop service professionals who embody our brand standards and values.
• Create a culture of coaching, recognition, and continuous learning.

• Encourage a collaborative, growth‑oriented, and inclusive culture across hybrid and remote environments.
• Drive engagement strategies that…