Manager of Customer Experience

3 weeks ago

Mississauga, Canada American Tall Full time

American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7’1. Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community. The growth can be attributed to the excellent leadership team and family values that drive the business - respect, passion, support, and empowerment.

We believe the best ideas come from a diverse group of people. This is a special opportunity to join an innovative business with tremendous upside, and a work culture built on the foundation of respect, inclusiveness, and continued learning.

We are looking for a Manager of Customer Experience to lead our CX department consisting of Customer Support and Virtual Fitting agents. The primary responsibilities are to engage, educate, and assist the team, drive sales, promote brand loyalty, and delight customers at every touchpoint. This role works in a cross-functional capacity with leaders of Marketing, e-Commerce, Merchandising/Product, and Fulfilment Operations, advocating for the customer experience and iterating on operational processes, workflows, technologies, and policies to meet overall business objectives and exceed customer expectations. The Customer Experience Manager is also responsible for reporting on customer trends through qualitative and quantitative feedback. Come join a team that's dedicated to making a lasting impact on the lives of our customers.

**Job Duties & Responsibilities**:
Develop and Maintain Policies, Procedures, and Strategies:

- Nurture a consumer-centric culture with a goal to improve the end-to-end customer experience across all touchpoints, identifying areas for enhancement and implementing appropriate solutions.
- Identify resource gaps and ideal team structure and hire accordingly.
- Implement and update policies and procedures to ensure the provision of a world-class customer support experience.
- Continuously seek out areas for CX improvement including self-service solutions, developments in generative AI chatbots, automation, software feature releases and general product improvements, both for the internal team and customers.

Team Leadership, Development, and Engagement:

- A proven leader and people developer, you will lead, empower, and inspire a team of customer support representatives to achieve their full potential.
- Provide strong and motivating leadership to an existing team while inspiring them to deliver best-in-class customer experiences and maintain high CSAT scores.
- Create a collaborative, innovative and results-oriented environment both within the team and with cross-functional partners.
- Handle escalated customer issues in a professional and effective fashion, exceed expectations, delight consumers, and thus generate brand advocates through thoughtful and inspired issue resolution and engagement.

Performance Monitoring, Improvement, and Reporting:

- Identify and establish key KPIs, monitoring team performance and managing seasonality.
- Own customer experience programs and customer data reports, leveraging customer feedback across the organization to ensure alignment with business objectives.
- Present trends, themes, and CX data in regular cross-functional meetings to identify gaps, key issues, and opportunities to improve consumer experience across all channels and touchpoints.

**Experience, Education & Designations**:

- 5-7 years' experience managing a customer service/sales channel, ideally in apparel or customer products.
- 5+ years' experience directly managing a team.
- A true passion for providing a world-class customer experience.
- Experience in a direct-to-consumer e-commerce business is highly preferred.
- Ability to problem solve utilizing available analytics.
- Relevant experience with Shopify or similar software.
- Familiarity with Zendesk or a similar support software.
- Experience with Ada Chatbot and Loop Returns is a major plus.
- Proficiency in Microsoft Office.

**Knowledge, Skills & Attributes**:

- Excellent communication, leadership, and interpersonal skills.
- Strong leadership skills with the ability to inspire and motivate.
- Strong analytical and problem-solving skills.
- Strong customer focus and dedication to providing exceptional customer service.
- Strong organizational and time management skills.
- Ability to analyze and interpret data to make informed decisions.
- Ability to work collaboratively with other departments and stakeholders.
- Strong written and verbal communication skills.
- Strong attention to detail and accuracy.

**_ Accommodations and Accessibility:_**

**_
Inclusion:_**
- Please note that applicants who receive a conditional offer of employment from American Tall may be required to provide proof that they are fully vaccinated with a COVID-19 vaccine approved by Health Canada. American Tall will consider individual requests for accommodation

  • Customer Experience Manager

    3 weeks ago

    Mississauga, Canada Michaels of Canada, ULC. Full time

    Store - TOR-MISSISSAUGA/DUNDAS, ON We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world! Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together. Deliver a customer centric shopping...

  • Customer Care Lead

    3 weeks ago

    Mississauga, Canada Epiroc Customer Center Full time

    _**Customer Care Lead - Mississauga, ON**_ **RESPONSIBILITIES**: Provide technical/commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries,...

  • Customer Experience Manager

    7 days ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    2 weeks ago

    Mississauga, Canada GardaWorld Full time

    Reporting to the Regional Director, the Customer Experience Manager is a key leadership role responsible for managing the Customer Experience Facilitator team. The Customer Experience Manager ensures the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Canada Indigo Books & Music Full time

    Company Description Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores,...

  • Customer Experience Manager

    2 weeks ago

    Mississauga, Canada CHEP USA Full time

    **Position Purpose** The Manager, of Customer Experience will be responsible for managing and developing a team that will handle both commercial and retail customers across Canada. This individual is accountable for executing against the strategic imperatives related to best-in-class customer experience. Ensuring all touchpoints specific to customer order...

  • Customer Experience Manager

    3 weeks ago

    Mississauga, Canada Chubb Fire & Security Canada Corporation Full time

    **_The Chubb Fire & Security Difference..._** - Service Excellence_ - Technology leadership_ - Focus on Quality_ - National Coverage_ - Single Point of Contact_ - A Name You Can Trust_ Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced...

  • Customer Experience Manager

    1 day ago

    Mississauga, Ontario, Canada Longo's Full time

    Longo's is a dynamic and customer-focused grocery store chain looking for a skilled Customer Service Assistant Department Manager to lead our team.About the PositionThis role involves managing and mentoring a team of employees to provide exceptional customer service in a fast-paced retail environment.Main Duties and ResponsibilitiesDevelop and implement...

  • Bilingual Customer Experience Manager

    3 weeks ago

    Mississauga, Canada Bayshore HealthCare Full time

    **ABOUT THE ROLE**: The Patient Support Services (PSS) Customer Experience Manager is responsible for overseeing our back-office call center support processes and activities. Your leadership and management skills will be vital in motivating and promoting a culture of exceptional customer experience within the Division. As the Supervisor, Customer Experience,...

  • Customer Experience Delivery Manager

    4 weeks ago

    Mississauga, Canada GSK Full time

    **Site Name**: Mississauga Milverton Drive **Posted Date**: Oct 8 2024 The newly formed Digital Fuel Team organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative,...

  • Customer Experience and Innovation Manager

    3 weeks ago

    Mississauga, Canada OSL Retail Services Inc Full time

    Overview: **Samsung and OSL have partnered to operate and manage the Samsung Experience Stores across Canada.** We’re looking for a **Customer Experience and Innovation Manager** join our team in support of our vision to take this high touch and experiential retail channel to the next level. It’s an exciting time to be at OSL Retail Services, working...

  • Temporary Customer Experience Manager

    3 weeks ago

    Mississauga, Canada Victoria's Secret Full time

    **Description** **A Victoria’s Secret & Co Customer Experience Manager **is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager. This is a temporary contract role. **Primary Responsibility**: The Customer Experience Manager is responsible for driving and growing...

  • Customer Experience Professional

    2 weeks ago

    Mississauga, Canada Imperial Dade Full time

    Imperial Dade Canada, leading national distributor, has a job open in Mississauga. The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Experience Professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal...

  • Manager, Customs Compliance

    3 weeks ago

    Mississauga, Canada Schenker of Canada Full time

    At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to...

  • Manager, Customs Compliance

    4 weeks ago

    Mississauga, Canada Schenker of Canada Full time

    At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to...

  • Customer Experience Specialist

    4 weeks ago

    Mississauga, Canada Fil Delivery Full time

    Fil Delivery is a rapidly growing, best-in-class, beverage supply chain company. We specialize in warehousing, picking, and packing, and delivery of premium craft beer, wine, and spirits in Southern Ontario. Fostering an engaged and safe workplace, our employees are motivated to provide outstanding customer service. Through innovative technology, we are...

  • Customer Experience Specialist

    2 weeks ago

    Mississauga, Canada KIA CANADA INC Full time

    **Customer Experience Specialist** The Customer Experience Specialist will be responsible for developing and implementing activities that initiate and strengthen the relationship between the Customer, KCA and its dealers. The incumbent will assist in creating a Customer Experience that meets Customers’ expectations for the purpose of increasing customer...

  • Customer Experience Strategist

    2 hours ago

    Mississauga, Ontario, Canada Bell Canada Full time

    Company Overview:Bell Canada is a leading telecommunications company that not only builds world-class networks but also develops innovative services and creates original multiplatform media content.Job Description:This individual will work closely with the Senior Manager Customer Experience Strategy to ensure customer satisfaction through research,...

  • Customer Experience Specialist

    2 weeks ago

    Mississauga, Canada Carrier Enterprise Canada Full time

    **Career Opportunity -** **Carrier Enterprise Canada, L.P.** **Customer Experience Specialist (Commercial)** **Reporting to**:Customer Experience Manager **Location**:Mississauga, ON **The Opportunity**: - Accepting and processing new orders from Territory Managers, Inside Sales Reps and customers in a call center environment - Keeping the customers...

  • Customer Experience Representative

    3 weeks ago

    Mississauga, Canada Groupe CMI Full time

    **CMI Solar***:Title**: Customer Experience Representative **Location**:Mississauga, Ontario **Type**:Full-Time CMI Solar, a leading provider of solar energy solutions in Ontario, is seeking an experienced and motivated Customer Experience Representative to join our team. The Customer Experience Representative will be responsible for delivering exceptional...