Customer Experience Manager

2 weeks ago

Sherbrooke, Canada SherWeb Full time

Location: Work from home_
- Start date: As soon as possible._

**Here's what we do and why we do it.**

**Here's how you will contribute to the success of the company**

The key purpose of the Customer Experience Manager role is to ensure a positive and seamless customer journey by overseeing all aspects of customer interactions, identifying areas for improvement, and implementing strategies to enhance the overall customer journey, ensuring exceptional service at every touchpoint.

**Here's what your day-to-day will look like in this role**:

- Develop and implement strategies to improve customer satisfaction and loyalty.
- Gather and analyze customer feedback and data coming from various sources and identify trends, issues, and areas for improvement.
- Present findings on these analysis to management and make recommendations.
- Collaborate with cross-functional teams to address customer pain points and implement effective solutions.
- Monitor and collaborate with key stakeholders to optimize customer support processes, ensuring efficiency and effectiveness.
- Establish and maintain key performance indicators (KPIs) to measure and report on customer experience performance.
- Implement and manage customer feedback mechanisms, such as surveys and feedback loops.
- Drive initiatives that aim to enhance self-service options and reduce customer effort.
- Stay informed about industry trends and best practices in customer experience management.

**Here’s what you need to have and master to get the job**
- Bachelor’s degree in business, marketing, or a related field.
- Proven experience in customer service or customer experience management.
- Strong cross-functional leadership and interpersonal skills.
- Analytical mindset with the ability to interpret data and derive insights.
- Excellent communication skills, both English written and verbal (French is an asset).
- Ability to thrive in a fast-paced, dynamic environment.
- Proficient in customer support tools and technologies.

**Benefits of working at Sherweb**
- Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day._

**A fast-paced work environment that adapts to you**
- A friendly and diverse work culture with inclusion and equality at the heart of our actions
- State-of-the art technology and tools
- A results-oriented culture where talent, action, and thinking outside the box are given due recognition
- Annual salary review based on performance
- Generous and caring colleagues of various professional and cultural backgrounds

**A flexible total compensation offer**
- Vacation time that considers your previous experience
- Advanced paid hours to recharge your batteries (holidays and mobile days)
- Flexible benefits plan that adapts to your needs
- Flexible savings fund options
- A monthly home internet allowance

**Considerable growth opportunities**
- A career path with opportunities to learn and grow
- Proximity to your direct manager and open, honest communication to support your development
- Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
- Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year_
- Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times._

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