DIRECTOR, CUSTOMER EXPERIENCE-Remote

1 week ago

SaintEustache, Quebec, Canada Bath Fitter Full time

Are you looking to shape the future of customer experience? We are a growing organization that prioritizes employees and their quality of life.

That's why we're proud to be certified as " Great Place to Work" & "Most Admired Corporate Cultures in Canada.

"

The Director of Customer Experience is at the heart of our commitment to service excellence, shaping our brand reputation.

With a strategic vision and strong leadership, you will lead the development and implementation of innovative practices to shape the customer experience, aligning our efforts with Bath Fitter's goals.

Flexible schedule;
Retirement plan with employer contribution;
Paid vacation, personal days, and additional holidays during the festive season;
Employee & corporate discounts;
Bistro that will make you want to come to the office (varied, delicious meals subsidized by BathFitter);
Social club;
Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A master's degree is an asset;
Minimum of 3 years in a customer experience role and 5 years of leadership experience;
Certification in customer experience, such as CCXP, CCSA, NPCA;
Proven experience in developing and executing successful programs to improve the customer experience;
Strong analytical skills to interpret complex data and translate it into actionable strategies;

Excellent bilingual communication[1] and project management skills, with a deep understanding of customer needs and the ability to positively influence change within the organization.

As a Director of Customer Experience, what will your responsibilities be?
Act as the Voice of the Customer within the organization, providing insights and recommendations to management;
Develop and implement a customer experience strategy integrating customer feedback and data analysis;
Ensure a consistent and seamless customer experience at all touchpoints by analyzing the customer lifecycle for an optimal experience;
Supervise the management of customer experience platforms and programs for optimal efficiency;
Collaborate with marketing, sales, and IT departments to develop a coherent and innovative customer strategy, leveraging new technologies and digital tools to improve the customer experience;
Lead the customer experience team, setting performance and growth objectives;
Monitor industry trends and implement new tools and processes to improve the customer experience.

Use customer feedback, behavioral data, and analysis to inform strategies, measure performance against KPIs, identify areas for improvement, and make decisions.

Note that we are first and foremost looking for an authentic person to help us achieve our mission.

1] Proficiency in both French and English is required as the employee will be required to work with employees and clients in both Canada and the United States.

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