Bilingual Customer Experience Manager

1 month ago

Laval, Canada United Services Group Full time

Objectifs du département
L'objectif de l'équipe chargée de l'expérience et de la fidélisation des clients est d'améliorer les relations et l'expérience des clients existants et de diriger la mise en œuvre du devis des clients au sein des services de nettoyage. Pour ce faire, l'équipe est à l'écoute des besoins quotidiens des clients et agit de manière proactive afin de respecter et de dépasser les demandes et de fournir des produits ou des services supplémentaires pour satisfaire et dépasser leurs besoins quotidiens en temps réel.

Description du poste

Le titulaire du poste est chargé de diriger, de gérer, de coordonner et de mettre en œuvre quotidiennement les services de conciergerie dans tous les magasins ou sites de la zone ou du territoire désigné, pour plusieurs différents clients.

**Tâches de gestion**:

- Gestion de l'expérience et de la fidélisation des clients et des partenaires.
- Communication entre United, le client et le partenaire via les plateformes clients (Service Channel, etc.).
- Gestion de la formation et des performances de nos partenaires et personnel d’entretien.
- Gestion globale des opérations en magasins (y compris les audits de qualité, les budgets, la rentabilité et les indicateurs de performance).
- Augmenter le chiffre d'affaires et les bénéfices par magasin et par bannière.**Fonctions et responsabilités**:
Participer à l'élaboration et à la mise en œuvre des plans annuels par enseigne avec les responsables des ventes et du département.
- Mettre en œuvre les budgets au niveau du magasin.
- Créer et développer des stratégies à court et à long terme au niveau du magasin afin d'assurer la durabilité et la rentabilité de toutes les opérations.

**Relation et communication client**:

- Construire des relations solides avec les clients et les partenaires commerciaux des magasins (ventes croisées, établir la confiance, fournir un excellent service, effectuer les suivis auprès des clients, être un ambassadeur de la marque United et représenter la marque de manière positive).
- Être le point de contact unique au niveau des clients magasins afin d’effectuer la communication entre United et le client pour tous services (services de nuit, services de jour, services extérieurs, etc.) et les différents départements.
- Gérer la communication quotidienne de es sites sur les plateformes de communication requises par le client (exemple, Service Channel) et conformément aux normes de communication prescrites par le client.
- Soutenir le National Senior manager dans toutes les réunions en face à face ou les rencontres principales incluant les clients.
- Participer aux : réunions journalières/hebdomadaires/mensuelles avec les client des bannières couvertes durant les audits de magasins, gestion des cas et plans d'action, calendriers périodiques, étendue des travaux.
- Rapports quotidiens/hebdomadaires/mensuels concernant les problèmes et le retour d'information, plans d'action, y compris les problèmes d'accès, à l'intention du client.
- Effectuer des visites hebdomadaires ou ponctuelles de mise en conformité des magasins, des salles et des sites sont organisées avec les clients.
- Diriger ou participer à des réunions de transition pour les nouveaux magasins/lieux/sites avec le client et le partenaire afin de définir l'étendue des travaux et de fixer les attentes.

**Communication interne**:

- Diriger et coordonner l'ensemble de la communication au niveau du magasin avec les partenaires United, quotidiennement, sur les questions et les actions.
- Définir les attentes des partenaires, assurer la formation, le coaching et le mentorat.
- Participer aux réunions hebdomadaires et mensuelles interfonctionnelles avec les équipes régionales et de soutien (par exemple, L & D, relations avec les partenaires, services d'équipement).

**Store Operations mgmt. & Process Compliances**:

- Créer et mettre en œuvre des calendriers de tâches et d'audits.
- Mener des audits de qualité avec le client et le partenaire, communiquer et mettre en œuvre des plans d'action.
- Responsable de la gestion des stocks de matériel dans les comptes dans le respect du budget (commandes des partenaires).
- Gérer les entrées et sorties quotidiennes des nettoyeurs dans les comptes.
- Gérer les demandes des clients dans le respect des délais de prestation de services prescrits (par exemple, demandes de services spéciaux, déficiences, inspections occasionnelles de nuit 4 fois par mois).
- Diriger toutes les initiatives/mises en œuvre de processus au niveau du magasin ; collaborer avec la direction pour identifier et résoudre les tendances et les lacunes en matière de processus au niveau du magasin.
- Diriger l'adoption des processus dans Salesforce et les plateformes de communication prescrites par les clients (par exemple, Service Channel).
- Diriger ou soutenir les principaux processus opérationnels et KPI de United : Vous êtes resp

  • Store Manager

    1 day ago

    Laval, Canada Store manager Full time

    Responsibilities: - Oversee daily operations of the store, ensuring efficient and effective performance - Develop and implement strategies to drive sales and meet revenue targets - Train and develop store staff to provide exceptional customer service - Maintain inventory levels and ensure accurate stock management - Create and execute marketing initiatives...

  • Customer Experience Specialist

    5 days ago

    Laval, Canada Protective Industrial Products Full time

    **PIP Canada**, part of a global organization with its Canadian head office located in Laval, QC is a leading provider of hand protection and personal protective equipment (PPE) to Industrial and Construction markets. PIP® stands for Protective Industrial Products meaning we are committed to helping protect essential workers every day. Today, as a $1...

  • Manager, Customer Experience

    2 months ago

    Laval, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Customer Experience Manager

    1 month ago

    Laval, Canada Michaels of Canada, ULC. Full time

    Store - MON-LAVAL/EAST, QC Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard Operating...

  • Customer Experience Representative

    2 weeks ago

    Laval, Canada Blu Sleep Products Full time

    **CUSTOMER EXPERIENCE REPRESENTATIVE** **BLU SLEEP** Are you passionate about customer service and aspire to constantly increase the quality of service offered to customers, distributors and agents? Are you inspiring, energetic and dynamic? So join the ranks of BLU SLEEP and welcome to our team! BLU SLEEP, the leader in bedding products in Canada and the...

  • Bilingual Customer Service Representative

    3 weeks ago

    Laval, Canada Xerox Full time

    About Xerox Holdings Corporation Groupe CT, a Xerox Business Solutions Company, is seeking high-energy, self-starter individual that is looking to excel their career in a corporate environment as a Bilingual Customer Service Agent in the Greater Montreal Area. With the opportunity for growth with a global organization, you will be supported on your career...

  • Customer Experience

    2 weeks ago

    Laval, Canada Pelican International Inc. Full time

    **Customer experience (CX) Coordinator** **DO YOU WANT TO PARTICIPATE IN THE EVOLUTION OF THE WORLD LEADER IN NAUTICAL PRODUCTS BY BEING AT THE HEART OF DECISIONS?** Pelican international is looking for its next Customer experience (CX) Coordinator, reporting to the Customer Experience Manager, responsible for collaborating with sales, marketing and...

  • Bilingual Customer Care Administrator

    1 week ago

    Laval, Canada PERI Formwork Systems Inc. Full time

    We are looking to add a **Customer Care Administrator, Bilingual **to our Operations team. If you are an energetic, motivated and driven individual, you want to be part of our dynamic engineering team. PERI is a leading global company in formwork, scaffolding and related engineering with over 1300 Engineers and 8,100 employees worldwide. Our comprehensive...

  • Manager, Customer Experience

    1 month ago

    Laval, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Manager, Customer Experience

    2 weeks ago

    Laval, Canada TD Bank Full time

    411120BR Retail Banking - Management Laval, QC June 6, 2023 Company Overview Department Overview At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our customers and small...

  • Customer Service Representative

    2 weeks ago

    Laval, Canada Westlake Careers Full time

    **We build communities, let us build your career** **Why choose Westlake Pipe & Fittings?** - Benefits Day 1! - Structured Retirement Savings Plan: The Company will match your contributions up to a certain percentage. - Quarterly Bonus Programs - Annual Incentive bonus - Fitness Reimbursement Program: The Company will reimburse up to 50%. - Tuition...

  • Bilingual Customer Service Representative

    2 weeks ago

    Laval, Canada Xerox Full time

    About Xerox Holdings Corporation Groupe CT, a Xerox Business Solutions Company, is seeking high-energy, self-starter individual that is looking to excel their career in a corporate environment as a Customer Service Agent in the Greater Montreal Area. With the opportunity for growth with a global organization, you will be supported on your career path to...

  • Bilingual Customer Service Agent

    2 months ago

    Laval, Canada Xerox Full time

    **City**:Laval **State/Province**:Quebec **Country**:Canada **Department**:Customer Business Operations & Administration **Date**:Wednesday, March 1, 2023 **Working time**:Full-time **Ref#**:20022265 **Job Level**:Individual Contributor **Job Type**:Experienced **Job Field**:Customer Business Operations & Administration **Seniority...

  • Bilingual Customer Service Representative

    3 weeks ago

    Laval, Canada Waterford Executive Full time

    On behalf of our multinational manufacturing client we are actively looking for a Bilingual Customer Service Representative for one of their locations in Laval, QC. This will be on site, and may transition to a hybrid model. Job Summary: Responsible for the processing and tracking of orders received via phone, fax, EDI or mail. Communicates required shipment...

  • Customer Service Representative

    3 weeks ago

    Laval, Canada Westlake Full time

    Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.​ Why choose Westlake Pipe & Fittings? Benefits Day 1! Structured Retirement Savings Plan: The Company will match your...

  • Customer Service Representative

    2 weeks ago

    Laval, Canada Westlake Full time

    Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.​ Why choose Westlake Pipe & Fittings? Benefits Day 1! Structured Retirement Savings Plan: The Company will match your...

  • Manager, Customer Experience Trainee

    2 months ago

    Laval, Canada TD Bank Full time

    412155BR Retail Banking - Management Laval, QC June 20, 2023 Company Overview Department Overview At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our customers and small...

  • Manager & Customer Service

    2 months ago

    Laval, Canada Putting Edge Full time

    **PUTTING EDGE CENTROPOLIS - 105 PROMENADE DU CENTROPOLIS LAVAL** IS HOLDING A **JOB FAIR ON THURS JUNE 1 FROM 4:30 - 8PM** **WE ARE HIRING A FEW PEOPLE 2 POSITIONS 1- MANAGER, 2- CUSTOMER SERVICE** **YOU DO NOT HAVE TO SEND IN YOUR CV IN ADVANCE. JUST SHOW UP WITH IT** Are you a people person? Do you like having fun while working? Are you looking for a...

  • Bilingual Customer Service Representative

    5 days ago

    Laval, Canada Holman Full time

    Holman is currently looking for a **Bilingual Client Service Representative (Internally: Client Administrator) **in our **Laval** location. **What will you do?** - Develop and maintain strong relationship with assigned client portfolio (all B2B) - Responsible for the day-to-day management of client’s fleet - Provide vehicle recommendations & place vehicle...

  • Manager, Customer Experience Trainee

    2 months ago

    Laval, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...