Customer Experience Manager

Role Overview

The Customer Experience Manager will lead customer-facing teams and ensure processes, systems, and service standards support a seamless customer experience. They 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.

What You Will Do

The Customer Experience Manager will be responsible for managing customer-facing teams, leading and supporting customer-facing functions, coaching and developing team members, monitoring customer satisfaction metrics, analyzing customer feedback, and partnering with other departments to support customer needs.

Why It Might Be a Fit

The ideal candidate will have a passion for delivering exceptional customer experiences, strong leadership skills, industry knowledge, and the ability to collaborate effectively across teams to achieve business objectives.

Requirements

• Bachelor’s degree in business, Marketing, Communications, or a related field
• 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
• Experience working in a fast-paced environment with multiple stakeholders and competing priorities
• Proficiency with customer service systems, reporting tools, and Microsoft Office applications
• Project management experience is an asset

Benefits

• Competitive Salary
• 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
• Discount portal
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

Tagged as: Project Management