Manager, Customer Experience

Role Overview

The Customer Experience Manager is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company’s customer experience strategy.

What You Will Do

Develop and refine analytical frameworks, methodologies, and tools to improve the effectiveness of CX processes, measurement, and decision-making. Present complex analyses, strategic recommendations, and CX program performance updates to executive leadership.

Why It Might Be a Fit

The ideal candidate will possess deep customer insights, exceptional analytical skills, and a proven ability to translate data into actionable strategies that drive business value and enhance customer loyalty.

Requirements

• Deep understanding of customer experience principles, methodologies (e.g., journey mapping, design thinking), and best practices.
• Knowledge of business intelligence platforms, CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel, PowerPoint, Word).
• Exceptional communication (written and verbal), presentation, and data visualization skills, with the ability to effectively communicate complex information to executive audiences.
• Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
• Proven ability to influence senior leadership, drive change within a large organization, and build consensus among diverse stakeholders.
• Strong leadership, mentorship, and team development skills.
• Certified Customer Service Manager (CCSM)

Benefits

• Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts
• Short-Term and Long-Term Disability
• Life Insurance
• Voluntary Optional Insurance
• Parental Leave Plan
• Company Pension Plan
• Group RRSP & TFSA
• Employee and Family Assistance
• Stock Purchase Plan
• Maple Virtual Care
• Unlimited on-line learning
• Sysco product discounts
• Preferred vendor discounts
• Associate Resource Groups