Director of Customer Experience Full Time

Job Summary: Reporting to the Chief Revenue Officer, the Director of Customer Experience will be responsible for strategizing and implementing initiatives to enhance the customer journey, reduce churn, and improve overall customer satisfaction. This role will involve working closely with various departments to deliver exceptional service delivery, and ensure a seamless and positive experience for our customers at every touchpoint.

Salary Range: $105,000.00 – $125,000.00.

Location(s):  This role will be working on a hybrid basis (i.e. Office and Remote). The ideal candidate would be able to come into one of our locations when needed. Locations include: 335 Steelcase Road East (L3R 1G3) and 61 McPherson Street (L3R 3L3).  

Key Responsibilities:

• Oversee and manage the customer support operations and teams to ensure the delivery of an exceptional customer experience

• Working closely with supervisors, team leaders, and other departments to address quality-related issues and implement solutions.

• Designing, implementing, and managing strategies that enhance customer satisfaction and loyalty

• Experience in planning, development and evaluation with the ability to identify long-term strategies and goals

• Analyze and map out the customer journey to identify touchpoints, areas for improving the customer experience, and identifying areas for efficiencies.

• Develop and implement customer experience strategies and initiatives to improve the overall customer experience and improve key metrics such as CSAT, NPS and reduce Customer Churn.

• Drive customer success outcomes to ensure the company meets desired business objectives and goals.

• Analyze customer feedback and data to identify areas for improvement and create action plans to address them.

• Leverage technology to improve customer service processes and efficiency and enhance the customer experience.

• Collaborate with departments including but not limited to Sales, Marketing, and Operations to develop and implement effective customer management strategies aligned with the company’s objectives.

• Train and support staff on best practices for customer interactions and service excellence.

• Enforces customer support standards that align with strategic objectives. 

• Provide coaching/feedback and mentoring to team leaders.

Key Experience & Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred.

• Minimum 10 years of experience in customer support or service management, with at least 5 years of proven experience in a customer experience or customer success management role.

• Proven track record in executing strategic initiatives that drive organizational growth and innovation.

• Strong leadership skills, with a proven track record of developing high-performing teams.

• Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.

• Strong understanding of customer experience metrics and strategies.

• Excellent communication and interpersonal skills.

• Ability to analyze data and derive actionable insights.

• Experience collaborating with cross-functional teams.

• Customer-centric mindset with exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis

This position is eligible for Canadians of all ages