Director of Customer Experience

3 weeks ago

SaintEustache Quebec JP, Deux-Montagnes, Canada Bath Fitter Full time
Are you looking to shape the future of customer experience? Join us to make a difference at Bath Fitter.

Who are we?

For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be installed in just one day. Convenient Every day, the people at Bath Fitter strive to do better; to improve products and customers' lives. Our vision is to be an excellent employer and business partner.

At Bath Fitter, we offer an engaged culture, a collaborative environment focused on mutual support, autonomy, and innovation. 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."

In summary, what does the role entail?

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. You will be responsible for improving the entire customer journey, ensuring that each interaction reflects our commitment to excellence and customer satisfaction.

Why join the Bath Fitter team?

Flexible schedule;
Group insurance;
Retirement plan with employer contribution;
Paid vacation, personal days, and additional holidays during the festive season;
Employee & corporate discounts;
Develop expertise in Canadian and American markets;
Hold a key position within the team;
Gym at the St-Eustache headquarters;
Bistro that will make you want to come to the office (varied, delicious meals subsidized by BathFitter);
Employee assistance program;
Social club;
Many other benefits to discover by joining Bath Fitter

What is the ideal profile for this position?

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;
Ability to travel to the United States;
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.

We believe life is too short to not be passionate about what we do every day. Note that we are first and foremost looking for an authentic person to help us achieve our mission.

We look forward to meeting you.

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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