Customer Experience Leader

What Drives Success

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development.

Come, stay, and grow with us.

The Customer Experience Leader strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and end-to-end customer experience. This role partners closely with Sales, Marketing, IT, and Operations to improve order-to-cash execution, reduce service friction, strengthen Voice of Customer programs, improve sales performance visibility, and deliver measurable improvements in Net Promoter Score (NPS) and Customer Charter execution
.

Key Responsibilities:

• Lead and elevate the skillset of the Customer Service team
  , ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance
  , translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the Duro Dyne Customer Charter
  , embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs
  , including surveys, service performance insights, closed-loop feedback, and “we heard you” actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Key Competencies

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

Experience and Qualifications

• 8+ years in customer experience, revenue operations, sales operations, or customer service leadership
  , preferably in B2B or industrial environments with distributor channels.
• Experience leading or closely partnering with customer service/support organizations
  .
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs
  .
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms.
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service.

Compensation
:
This is a salaried exempt role. The starting salary range for this role and market is between $125k - $163k annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a Short Term Incentive (STI) bonus of 15% in accordance with the terms of the Company’s applicable plan.

Employees in this role are not eligible for overtime.

Benefits
:
Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance;…