Senior Salesforce Engagement Manager

Found in: Jooble CA O C2 - 2 weeks ago

Canada Sunwing Vacations Group Full time

Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.The Customer Relations Senior Manager’s primary directive is to provide leadership, direction and developmental support to the Customer Relations team. The Customer Relations Senior Manager must position the team to successfully deliver balanced and timely resolutions to service challenges with the purpose of driving customer loyalty and retention. In addition, the CR Senior Manager will work closely with their peers overseeing tour operations and retail and share important customer feedback with relevant departments to drive continual service improvement. This position reports to the Senior Vice President, Operations, and is based in Toronto, ON.
Guide the Customer Relations team to successfully deliver balanced and timely resolutions to service challenges with the purpose of driving customer loyalty and retention.
Maintain brand tone in our written response to our customers feedback.
Provide guidance, response and leadership for sensitive cases to minimize risk and reputational damage to the Sunwing Vacations Group.
Monitor quality trends identified through in-destination and post-travel customer feedback. Share trends with internal departments and suppliers to drive improvements to our products and services.
Establishing and Overseeing Performance Targets (KPI / Metrics) that drive customer satisfaction.
Employee management and development - develop direct reports for personal and career growth with a focus on employee retention and succession planning.
Develop and maintain supportive relationships with our retail & service provider partners such as hotels, travel agencies & destination management company.
Special projects and other duties as assigned.
Previous5-7 years experiencein coaching, leading,development and motivation of high-performance teams
Skilled with previous experience at leading a team positively through change management while maintaining successful team performance.
Exceptional understanding of customer behaviour with a focus on effective problem resolution & sensitive claims management
Experienced in report analysis; Self-motivated with effective time management skills, able to manage a varied workload and juggle numerous projects/problems concurrently while achieving deadlines.
Highly effective at building internal/external relationships.
Comfortable with communicating directly to escalated customer feedback requiring a senior management response.
Previous experience working with Salesforce recommended.
Previous experience working with Power BI and/or TTS an asset.
Previous working experience in the travel industry an asset.
Diversity, equity, and inclusion - Diversity makes us EPIC; Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well.

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