Client Experience

Client Journey Strategy + Relationship ManagementCompensation: $65,000–$78,000 based on experienceLocation: In person at Yama HQ in Calgary, ABYama Vans is Canada’s premium adventure van manufacturer. Built to endure, designed to inspire. Our work is guided by Japanese design values and North American adventures, with a shared commitment to craftsmanship, efficiency, and living life outside the lines. We move fast, sweat the details, and always enjoy the ride. Our vans make the journey as memorable as the destination and serve as basecamps for people who want to upgrade their access to the outdoors.We are a small, hungry, and growing team of about 25 people, and this role is a rare chance to take meaningful ownership at Yama. You will shape how clients experience the brand during one of the most exciting purchases of their lives — and help turn that moment into long-term trust, advocacy, and community.If you care deeply about people and process — and find satisfaction in helping others realize big dreams — this role will be deeply rewarding.What the role is likeThis role owns the Yama Vans client experience from the point of sale through van delivery and into long-term ownership, including stewardship of the Yama Owner community. You are responsible for both how the journey is designed and how it is experienced day to day.You will evolve the Yama Vans client journey by identifying and improving the processes that shape the client experience, while remaining hands‑on in managing client relationships. You stay close to the experience, guiding clients through decisions, timelines, delivery, and the transition into ownership with clarity and care.Beyond delivery, you help build lasting relationships through thoughtful owner communication and community engagement, turning new owners into confident, connected advocates.Day to day, you’ll move between client conversations, internal coordination, community engagement, and experience improvement. You’ll work closely with Sales, Design, Operations, and Service to ensure every handoff feels seamless and every client feels confident and supported. This is a role for someone who enjoys structure and connection, and who takes pride in creating an experience that feels clear, supportive, and exciting for every client.Core ResponsibilitiesClient Experience LeadershipOwn and evolve the Yama client experience from the point of sale through van delivery and into long‑term ownership, ensuring it feels seamless, consistent, and genuinely exciting.Own the client relationship post‑sale, guiding clients through design and production with build updates, logistics coordination, and thoughtful ownership preparation.Be the trusted van expert, educating clients during production and leading an in‑depth van delivery that prepares them to confidently operate and maintain all van systems.Own client experience performance by tracking and improving key metrics including NPS, referrals, response time, and other CX KPIs.Process & Cross‑Functional CoordinationBuild and maintain CX processes and systems that support a seamless experience as Yama grows.Work closely with Sales, Design, Operations, Service, and Marketing to ensure alignment, clear handoffs, and clear accountability across the client journey.Maintain accurate client documentation and CRM records.Lead the creation and ongoing maintenance of owner‑facing resources including manuals, how‑to videos, FAQs, and guides, collaborating with Engineering, Service (Bay4), and Marketing as subject matter experts.Design Phase Coordination & Value CreationPrepare clients for key decisions, enabling efficient, confident consultations and reducing downstream friction.Lead design consultations alongside our Interior Designer, helping clients connect real‑world use cases to the right options and upgrades.Lead internal sales by deeply understanding client needs and thoughtfully recommending upgrades that add value during the design and production process.Foster The Yama Owner CommunitySupport the Yama owner community, fostering long‑term relationships beyond delivery.Develop post‑delivery touchpoints and engagement opportunities that strengthen loyalty, referrals, and pride in ownership.Partner with Marketing on owner‑focused initiatives and events, supporting community connection and advocacy.Travel and driving expectationsThis role includes occasional travel to support owner community initiatives and events, and may include driving Yama‑owned and client‑owned vehicles.You will need to be:Comfortable travelling2–3 times per year, primarily within Alberta and BCA very confident driver with a high degree of responsibility and a clean driving recordQualificationsMust haves3+ years of experience in relationship management, ideally with a custom, high‑consideration, or premium product.Strong listening and empathy skills, with the ability to clearly communicate, validate client concerns, and build trust throughout the journey.Confidence in navigating challenging conversations, including expectation‑setting and conflict resolution.Passion for the outdoors and outdoor lifestyle, with a genuine interest in the adventures our clients are building toward.Interest in automotive systems and basic mechanical aptitude, with the ability to learn and confidently educate clients on off‑grid systems.Ability to work independently and make sound decisions that directly affect the client experienceAssetsThese are not required, but will help you excel in the role.Comfort using AI tools to support workflow efficiency, organization, and basic data analysisOff‑roading or backcountry travel experienceHow To ApplyTo apply, please complete the application form linked below. You will be asked to share:A brief overview of your relevant client‑facing experienceYour resume and referencesPlease note:Due to high application volume, applications submitted via LinkedIn Easy Apply, Indeed, email, or direct messages will not be reviewed.Shortlisted candidates will be invited to the next steps via email #J-18808-Ljbffr