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Customer Experience Manager

2 months ago

Vancouver, Canada Bureau Veritas Switzerland AG Full time

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo?

If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you

Here are our Core Values:

  1. Responsible
  2. Ambitious & Humble
  3. Open & Inclusive

If these values resonate with you, Bureau Veritas is looking for a

Job Title: Customer Experience Manager

Reports to: VP of Business Development

Department: Business Development

Full-Time

Basic Purpose:

Reporting to the VP of Business Development, the Customer Experience Manager will be responsible for driving a successful and seamless client experience throughout the customer life cycle. This individual will be able to provide thoughtful solutions to understand and serve customer needs.

Key Accountability/Responsibilities:

  1. Account management and assist with opportunities and leads for Business Development team including quote renewals
  2. Client onboarding to ensure world-class customer experience
  3. Proactive engagement with client groups to understand and analyze business needs
  4. Partner with internal stakeholders to drive and implement customer experience strategy throughout entire customer life cycle
  5. Work closely with Business Development team to deliver thoughtful solutions and positive outcomes to clients
  6. Adopt industry best practices and provide recommendations for improved efficiencies to Operations
  7. Prioritize customer retention and continually assess client needs and resource gaps
  8. Act as liaison between Customer Service (Client Services and Account Managers) and Business Development for seamless flow of information including invoicing, pricing, account management, prioritization, etc.
  9. Help create and implement strategy for growth pipeline with Business Development team
  10. Demonstrate BV business brand and culture to client groups to promote services and offerings
  11. Monthly reporting and tracking for Management and Operations
  12. Assist and align CS team to Leap28 initiatives and any other long term initiatives set out by HO
  13. Frequent customer engagement and follow-up via various methods and touch points to ensure client inquiries and needs are resolved in a timely manner
  14. Effective management of all advertising and promotional activities
  15. Comply with occupational health and safety legislation, BV Group Policies and Procedures, Upstream Minerals Management System Policies and Procedures and ISO standards applicable
  16. Act in a safe and professional manner and wear appropriate attire including the required personal protective equipment (PPE)
  17. Other tasks as assigned

Skills and Knowledge:

  1. Minimum Bachelor’s Degree or equivalent – preferably in geology, chemistry, business or marketing
  2. Minimum 5-7 years’ experience in an account management role for the energy, environmental or minerals industry
  3. Highly organized with the ability to manage both ongoing long-term strategies and complete short-term projects
  4. Effective negotiation and problem-solving skills
  5. Proven track record of achieving target objectives and outcomes
  6. Strong communication skills – verbal and written
  7. Excellent interpersonal skills and the ability to deliver engaging presentations
  8. Fluency in Spanish and/or French, both verbal and written, would be an asset
  9. Intermediate skills in computer software applications and presentation tools

Bureau Veritas is proud to be committed to providing fair and competitive pay.

The salary range for this role is $80k-$120k. Pay within this range varies by work location and may also depend on job-related knowledge, skills, experience, and market location.

Additional Benefits Include:

  1. Top-Tier Health, Dental, and Vision
  2. Paid Time Off, Statutory Holidays, and up to 8 hours of volunteer time off
  3. Life Insurance & AD&D
  4. STD & LTD Coverage
  5. Company RRSP match
  6. Employee Assistant Program (EAP)
  7. Professional Development through Tuition Reimbursement

Join us at Bureau Veritas, where your well-being and professional growth are our top priorities.

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