Vice-President, Customer Experience

2 months ago

Montreal, Canada Leger Full time

SUMMARY
The Vice-President, Customer Experience is responsible for driving the growth and expansion of our CX business. This role requires a strategic and results-driven professional with extensive experience in client acquisition, client management, team management and sales strategy within the CX domain. This person will work closely with internal teams to ensure the successful delivery of CX solutions that exceed client expectations.


RESPONSIBILITIES

  1. Act as the expert in customer experience and support clients from writing proposals to executing client strategy.
  2. Manage client portfolio, identify and develop new business opportunities.
  3. Act as the spokesperson and manage client presentations, webinars, conferences, and interviews.
  4. Inspire, train and support internal teams to ensure client needs are met and projects are delivered successfully.
  5. Keep abreast of market trends, competitor activities, and industry developments to strategically position CX offerings.

QUALIFICATIONS

  1. A minimum of ten (10) years of relevant professional experience in a recognized organization or with their own company related to market research and customer experience.
  2. Deep understanding of the CX industry, trends, clients, and technologies (Qualtrics, Medallia, Forsta, Question Pro, etc.).
  3. Client Base: Must bring an existing portfolio of clients and a proven ability to develop and expand client relationships.
  4. Bilingual (French and English), with experience in both the Quebec and rest of Canada markets.

SKILLS

  1. Leadership Skills: Strong leadership and team management capabilities.
  2. Communication Skills: Excellent verbal and written communication skills, with the ability to present to senior executives and stakeholders.
  3. Strategic Thinking: Ability to develop and execute strategic sales plans.
  4. Networking Skills: Strong networking and relationship-building skills.
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