Manager, Customer Experience

1 week ago

Markham, Ontario, Canada Metergy Solutions Inc Full time

Role: Manager, Customer Experience (L3)

Status: Full Time

Reports to: Director, Customer Experience & Onboarding

Location: Toronto Office (Markham)

Role Overview:

The Manager, Customer Experience position delivers exceptional customer experiences and will champion initiatives to enhance customer satisfaction across all touchpoints. This dynamic role will involve implementation of opportunities identified in customer journey mapping efforts, maintaining a comprehensive library of customer communications, and ensuring consistency in external communication standards. Additionally, the Manager, Customer Experience will play a pivotal role in optimizing user experience for the Metergy customer portal, website and maintaining a consistent voice across all North American Metergy holdings.

Key Responsibilities:

  • Champion customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.
  • Create and maintain a centralized library of customer communication materials, including emails, notifications, and documentation.
  • Review and maintain all external customer communication standards and templates to ensure alignment with brand guidelines and messaging principles.
  • Collaborate with cross-functional teams to make recommendations for enhancing user experience for the Metergy customer portal, driving improvements based on usability testing and feedback.
  • Develop and implement strategies to ensure a consistent voice and tone across all customer-facing communications and interactions.
  • Collaborate with internal teams to align customer experience initiatives with broader organizational goals and objectives.
  • Analyze customer feedback and metrics to identify trends, opportunities, and areas for improvement in the customer experience.
  • Foster a culture of continuous improvement and excellence in customer service.
  • Stay current on industry trends and best practices in customer experience management, incorporating new insights and technologies into Metergy's customer experience strategy.
  • Strategic thinker with a passion for driving customer-centric initiatives and delivering exceptional experiences.
  • Other duties, as assigned.

Qualifications:

  • Bachelor's degree in Marketing, Business Administration, or related field.
  • Proven experience (5+ years) in customer experience management or related roles
  • Experience managing brand expression in a regulated industry is preferred.
  • Strong understanding of customer journey mapping methodologies and tools.
  • Excellent written and verbal communication skills, with a keen eye for detail and the ability to convey complex ideas in a clear and concise manner.
  • Experience with customer communication platforms, CRM systems, and social media management.
  • Demonstrated ability to lead cross-functional teams and drive consensus among stakeholders.
  • Analytical mindset with the ability to leverage data to inform decision-making and measure the effectiveness of customer experience initiatives.
  • Strong communication, organization, and presentation skills along with the ability to manage competing priorities in a fast-paced environment are required.
  • Knowledge of UX/UI principles and methodologies is a plus.

About Metergy Solutions Inc. ("Metergy")

As one of North America's most experienced submetering providers, we've brought turnkey solutions to our clients for over 15 years. We help our customers effectively manage their utility consumption as we supply, install and remotely read electricity, water and thermal submeters. Across all building types, retrofit or new construction, we have the knowledge, equipment and staff to deliver a comprehensive solution from design, to implementation to billing. We are focused on maintaining strong customer relationships and value team collaboration to achieve our goals. For more information about Metergy, please visit us

Metergy is a portfolio company of Brookfield Infrastructure. Brookfield is one of the world's largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.

Our Mission

Through trustworthy expertise in submetering solutions, we empower our clients to make their buildings more marketable and residents to reduce their energy consumption.

Metergy's recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant's accessibility needs due to disability and are available upon request.

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