Senior Manager, Customer Experience

BRC is seeking an enthusiastic and detail‑oriented Senior Manager, Customer Experience to join our growing and dynamic Customer Experience Team at BRC. BRC is a highly efficient and flexible manufacturing facility located in Georgetown, ON, specializing in case good production for furniture. Position Summary The Senior Manager, Customer Experience, is responsible for creating, implementing, and championing a strategic culture of customer satisfaction at BRC. As a member of BRC's Management Team they will develop best practices and implement progress within the Customer Experience departments in accordance with BRC's vision and core values. Responsibilities Lead and coach the CE Manager and Team Leads responsible for the Customer Experience, sign off Drawings, Claims and Order Entry teams. Oversee the implementation and maintenance of all software solutions for Customer Experience, including new software deployments. Assist with the onboarding of new dealers and ISR's to ensure they are trained on products, processes and solutions. Develop, maintain and continue to grow a high level of knowledge of BRC's products. Develop, maintain and continue to grow a high level of knowledge of BRC's processes; offer insights to improve and enhance. Coordinate bi‑monthly events for all departments within the Customer Experience team to boost morale and teamwork. Establish and lead a high‑performance team to meet and exceed customer satisfaction and win more project business. Drive individual accountability among members by leading by example and regularly holding 1:1s with your team members. Create, deliver and analyze performance metrics for your teams. Identify problem areas and take appropriate action. Provide coaching and training to all employees on your team. Provide feedback and direction on a regular basis. Actively manage poor performance and address issues amongst the team in a timely manner. Create job breakdowns and launch TWI training for all new and existing team members. Expertly handle Customer service inquiries which may be escalated from Managers, from priority dealers and/or from ISR's. Oversee and manage any contracts, such as government or state contracts within Canada and the USA. Participate in the Steering Committee for new product development. Ensure feedback from the design team is addressed and reviewed for product improvements and potential new products. Ensure appropriate resources and coverage of all areas. Other duties as assigned. Requirements A degree in business, Project Management or a related field. Strong demonstrated customer service and troubleshooting skills. 5–8 years of experience leading and directing a team. Ability to supervise employees, including organizing, prioritizing, scheduling work assignments and measuring and reporting results. Ability to analyze and interpret client needs and offer the appropriate options, solutions and resolutions required. Proven conflict resolution, negotiation and objection handling skills. Ability to respond and adapt quickly in a dynamic and changing environment. Highly flexible, solid interpersonal skills that allow effective work in a diverse environment. Good training, coaching and mentoring skills. Ability to build and maintain lasting relationships with corporate departments, key business partners, and customers. Ability to communicate effectively both verbally and in writing. Ability to coordinate and organize meetings, exhibits and other events. Ability to adapt to and learn new software quickly. Computer literate, including effective working skills in MS Word, Excel and e‑mail. Professional telephone manners. Attention to detail in all areas of work. Working Conditions Manual dexterity required to operate telephone, computer and peripherals. Interaction with employees, management and the public at large. Noise from ringing phones is unavoidable. Overtime may be required. Benefits Inspiring team committed to a diverse, inclusive and safe workspace. Opportunities for growth and advancement. Various social and recreational activities. Flexible, hybrid schedule offering work from home and in‑office options. BRC is one incredible team, delivering on the ultimate in customer experience. If you want to join us on our journey, please submit your resume and cover letter by September 24, 2025. Due to a high volume of applications, only those candidates who are selected for interviews will be contacted. BRC endeavors to fill positions with the best available candidates who have the appropriate combination of education, experience, skills and abilities to successfully perform the duties of the position. BRC is committed to equity and values diversity. We welcome applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons and persons of a visible minority. At BRC, we are embracing innovative technologies, and Artificial Intelligence (AI) may be used to pre‑screen applicants to enhance our recruitment process. AI‑driven tools help us streamline candidate sourcing, improve the quality of our hiring decisions and ensure a more efficient and personalized experience for both candidates and hiring teams. #J-18808-Ljbffr