Client Experience Manager

3 months ago

Toronto, Canada Securian Canada Full time

**What we do every day to be our very best**
- Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.
- **Who we need**

The **Client Experience Manager** will be responsible for planning, executing, and managing a portfolio of client programs and initiatives, where program essentially means the client’s “account” and “experience. These terms are interchangeable in this role. Developing and maintaining strong, long-term relationships with a portfolio of clients, ensuring their satisfaction with Securian Canada’s program design and delivery are key to the Client Experience Manager’s role. This role plays a pivotal part in the success and growth of the organization.- This role requires a deep understanding of insurance products, regulations, and processes as well as excellence in customer service. The Program Manager will report to the Vice President Client Experience and will closely with other market vertical stakeholders including those working in growth and sales, program architecture, and back-office client and member services management. This role may involve leading a small team of Program Implementation Specialists.What you will do
- Manage a clients’ portfolio, ensuring that the program performance aligns with the company's strategic objectives;
- Demonstrate strong client management skills including customer service fundamentals of effective communication, problem-solving, and relationship-building skills vital - along with a deep understanding of client needs and expectation - to enabling client and broker engagement and satisfaction;
- Manage client feedback and collaborate with internal teams to address client experience issues and optimize client management processes;
- Provide program management support for the Client Experience lead, aligning program objectives with the organization's strategy;
- Develop and implement strategies in partnership with the Client Experience lead, to improve client satisfaction;
- Prepare and present reports on client program progress, status, and outcomes to senior management and stakeholders;
- May manage a team of client implementation specialists or client management professionals, ensuring a customer-centric culture and effective collaboration within the team;
- Collaborate with other departments such as service delivery, UW and technology to ensure a cohesive and seamless client experience across all interactions;
- Analyze client feedback received via surveys, interviews, and other methods, and using insights to drive improvements in products and services;
- Regularly monitor key performance indicators (KPIs) to measure customer satisfaction and loyalty;
- Work with the client experience lead to leverage partnerships, technology and data analytics to gain insights into client behavior and preferences and enable data-driven decision-making for client experience enhancements;
- Go above and beyond to ensure clients are not just satisfied but delighted with the service, making them enthusiastic advocates for your company;
- Overseeing new client onboarding processes to ensure a smooth introduction to products and services. Implement initiatives to educate clients on utilizing offerings effectively;
- Ensure timely and effective responses to maintain high levels of satisfaction and playing a key role in designing and implementing client and broker engagement initiatives, ensuring a seamless and positive experience across all touch points;
- Act as the primary point of contact for clients, addressing their inquiries, issues, and concerns promptly and effectively;
- Communicate with clients regularly to update them on product or service offerings, provide progress reports, and gather feedback;
- Monitor quality assurance measures to ensure that client interactions, whether online, in-person, or via customer support, align with established service standards;
- Provide program training for employees involved in client interactions to equip them with the skills and knowledge needed to deliver exceptional client experiences;
- Ensuring that client experiences align with the organization's brand identity and values and fostering a consistent and positive brand image through client interactions.

What you will bring

**The education. **Bachelor's degree in science, or mathematics, or any relevant field.
- **The experience.** 5+ years' experience in the insurance industry (life, critical illness, health, and dental). Proven experience in program management within the insurance industry.
- **The skills.** Strong interpersonal and communication skills. Proficiency in customer relationship management (CRM) software. Exceptional client relationship management. Outstanding problem-solving and decision-making skills. Data analysis & mathematics skills.
- **The knowledge.** Demonstrated ability

  • Manager Client Experience

    3 months ago

    Toronto, Canada Fidelity Investments Full time

    Job Description You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. Current work authorization for Canada is required for all openings. At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment...

  • Client Experience Manager

    1 day ago

    Toronto, Ontario, Canada CI Financial Full time

    About the RoleAs a Client Experience Manager at CI Financial, you will play a crucial role in driving advisor satisfaction and delivering exceptional client experiences. You will lead a team of professionals to ensure seamless service delivery and foster strong relationships with advisors and their clients.Key ResponsibilitiesLead and Manage a Client Service...

  • Client Experience Manager

    1 day ago

    Toronto, Ontario, Canada CI Financial Full time

    About the RoleAs a Client Experience Manager at CI Financial, you will play a crucial role in driving advisor satisfaction and delivering exceptional client experiences. You will lead a team of professionals to ensure seamless service delivery and foster strong relationships with advisors and their clients.Key ResponsibilitiesLead and Manage a Client Service...

  • Manager, Client Experience

    3 months ago

    Toronto, Canada Sephora Full time

    **Job ID**: 221578 **Store Name/Number**: ON-Eaton Centre (0500) **Address**: 220 Yonge Street, Space #3-131, Toronto, ON M5B 2H1, Canada (CA) **Full Time/Part Time**: Full Time **Position Type**: Regular **You’ll love working here** As a Manager, Client Experience, you will be responsible for managing all aspect of the client experience and all services,...

  • Manager, Client Experience

    3 months ago

    Toronto, Canada Sephora Full time

    **Job ID**: 221671 **Store Name/Number**: ON-Yorkdale (0502) **Address**: 3401 Dufferin Street, Space # CRU 233, Toronto, ON M6A 3A1, Canada (CA) **Full Time/Part Time**: Full Time **Position Type**: Regular **You’ll love working here** As a Manager, Client Experience, you will be responsible for managing all aspect of the client experience and all...

  • Manager, Client Experience

    3 weeks ago

    Toronto, Canada the Ladders Full time

    The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing effor

  • Client Experience Manager

    5 days ago

    Toronto, Ontario, Canada Teleperformance Full time

    About the RoleWe are seeking a highly motivated and results-driven Client Experience Manager to join our team at Teleperformance. As a Client Experience Manager, you will be responsible for partnering with new clients to develop and execute their online advertising campaigns, driving business growth and customer satisfaction.Key ResponsibilitiesPitch and...

  • Client Experience Manager

    4 days ago

    Toronto, Ontario, Canada Teleperformance Full time

    About the RoleWe are seeking a highly motivated and results-driven Client Experience Manager to join our team at Teleperformance. As a Client Experience Manager, you will be responsible for partnering with new clients to develop and execute their online advertising campaigns, driving business growth and customer satisfaction.Key ResponsibilitiesPitch and...

  • Manager, Client Experience

    2 weeks ago

    Old Toronto, Canada Cavell Risk, Inc. Full time

    The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a...

  • Manager, Client Experience

    2 months ago

    Old Toronto, Canada Cavell Risk, Inc. Full time

    The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a...

  • Manager, Client Experience

    2 months ago

    Old Toronto, Canada Cavell Risk, Inc. Full time

    The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a...

  • Client Experience Manager

    10 hours ago

    Toronto, Ontario, Canada Teleperformance Full time

    About the RoleIn this exciting position, you will partner with a portfolio of new clients to help them develop their first online advertising campaigns, driving significant impact on their business. This is a target-driven environment where you will work towards individual targets and be part of a larger onboarding team.Key ResponsibilitiesPitch and impact...

  • Manager, Client Experience

    1 month ago

    Old Toronto, Ontario, CA Cavell Risk, Inc. Full time

    The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a...

  • Local Contract Nurse RN Case Manager

    4 days ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Title: Local Contract Nurse RN Case ManagerJob Summary: HealthEcareers - Client is seeking a skilled and experienced Registered Nurse (RN) to fill a contract case management position. As a case manager, you will be responsible for coordinating patient care and services to ensure optimal health outcomes.Key Responsibilities:Case Management: Develop and...

  • Local Contract Nurse RN Case Manager

    4 days ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Title: Local Contract Nurse RN Case ManagerJob Summary: HealthEcareers - Client is seeking a skilled and experienced Registered Nurse (RN) to fill a contract case management position. As a case manager, you will be responsible for coordinating patient care and services to ensure optimal health outcomes.Key Responsibilities:Case Management: Develop and...

  • Manager, Client Experience

    3 months ago

    Toronto, Canada People Corporation Full time

    We are seeking a Manager, Client Experience to join our team in Winnipeg or Toronto. ***The Manager, Client Experience will**: - Contribute to and execute on the Corporation’s approach to Voice of Customer, including developing, maintaining, and continuously improving our quality and issue management processes. - Deliver on and continuously improve...

  • Manager, Client Experience

    3 months ago

    Toronto, Canada People Corporation Full time

    We are seeking a Manager, Client Experience to join our team in Winnipeg or Toronto. **The Manager, Client Experience will**: - Contribute to and execute on the Corporation’s approach to Voice of Customer, including developing, maintaining, and continuously improving our quality and issue management processes. - Deliver on and continuously improve People...

  • Relationship Manager, Client Experience

    3 months ago

    Toronto, Canada CIBC Mellon Full time

    **Company Information**: CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee...

  • Senior Manager, Client Experience

    1 week ago

    Toronto, Canada Scotiabank Full time

       Requisition ID: 206520Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. What you will be doing:The Senior Manager, Client Experience (CX) is responsible for overseeing NPS program that drives engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM)....

  • Senior Manager, Client Experience

    1 week ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 206520 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. What you will be doing: The Senior Manager, Client Experience (CX) is responsible for overseeing NPS program that drives engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM)....