Customer Experience Centre Manager

6 days ago

SaintLaurent, Canada Imperial Dade Full time

Imperial Dade Canada, leading national distributor, has a job open in Mississauga or Montreal. The role of the Customer Experience Centre Manager (CXCM) is to provide leadership to the company’s Customer Experience Centre and its teams. The CXCM is responsible for the operation and performance of a centre that is focused on providing an exceptional customer experience to both internal and external customers during the sales process. A CXCM is responsible for the growth & development of all positions within the Customer Experience (CX) center, overseeing operating systems and CX trends to determine areas for improvement, and will develop strategies to accomplish centre and company goals. The CXCM will contribute to and develop standard operating policies and procedures and will align the CX organizational structure to deliver strong business metrics and meet departmental budget. A CXCM will frequently interact with internal departments such as Sales, Operations, Inventory Management, & Credit to identify and develop workflow improvements. A CXCM will ensure optimized interactions between the company, its suppliers, and its customers to support established sales and performance goals & will foster a high performing productive CX culture based on professional growth and development, positive interaction & engagement, collaboration, retention, & Imperial Dade’s core values.

**Responsibilities**:

- The CXCM is responsible for the growth & development of CX Team Managers, CX Team Leads, Sales Support Specialists, Customer Experience Professionals, & CX Support.
- Smaller remote sites may be under established centre responsibility.
- Lead, manage, coach and direct, develop talent, and build an effective team of 10+ direct reports including up to 40+ indirect reports.
- Written performance appraisals including discipline up to termination.
- Coach and mentor to ensure their interactions reflect positively on the company.
- Responsible for creation and implementation of departmental performance goals.
- Ensures team members are working to achieve these goals.
- Monitor daily department activities to ensure compliance with set service level standards.
- Maximize efficiency and effectiveness of team members; ensures accountability.
- Adjust the company’s CX organizational structure to give focus to the customer experience; monitor productivity of all segments and align workforce accordingly.
- Champion and lead projects that provide ongoing process improvement within the department and enhance the customer experience.
- Communicate company goals and objectives to the team; drive CX vision and purpose.
- Develop and introduce training materials to meet centre objectives.
- Resolve escalated issues and complex requests from internal and external customers.
- Liaise with internal teams to analyze customer feedback, resolve issues, and develop areas for improvement.
- Oversee hiring and training of all CX staff to ensure an effective workforce.
- Define and implement standards/procedures to ensure an optimal customer experience.
- Connect with customers to gather information on customer opinion of rendered services.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience.
- Work with other functional leaders to resolve service issues.
- Identify, monitor and resolve problematic customer issues including service failures.
- Solve a range of complex & challenging problems; analyze for solutions using SOPs.
- Present departmental updates to various levels within the organization.
- Attend training workshops and conferences to improve on existing job knowledge.
- Align decisions to meet annual departmental budget - responsible for CX P&L.
- Assume responsibilities for special project work or additional responsibilities as assigned.

Qualifications:

- Bachelor’s degree required.
- Extensive distribution and B2B industry experience preferred.
- 7+ years in management plus management leading 15+ employees teams preferred.
- 7-10+ years in the field of customer experience/service.
- Proven conflict management and process management skills.
- Call centre management with an emphasis on sales experience preferred.
- Exceptional customer experience and communication skills (active listening, helpful).
- High level of detail & quality of work output with exceptional decision quality & follow up.
- Works well under pressure, proven ability to excel in a fast-paced environment.
- Proven ability to recognize, analyze and resolve issues/service failures independently.
- Strong time management, organizational, and negotiation skills (flexible and agile).
- Collaborative and influential approach working with others; adheres to Imperial Dade values.
- Demonstrated ability to train, coach, mentor, and discipline (if required).
- Demonstrates a willingness to learn and adheres to Imperial Dade’s core values.
- Ability to diffuse sensitive si

  • Customer Experience Team Lead

    4 months ago

    Laurent, Canada Brambles Full time

    CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more...

  • Customer Experience Professional

    4 months ago

    Saint-Laurent, Canada Imperial Dade Full time

    Servicorp, a division of Imperial Dade Canada, leading national distributor, has a job open in Montreal. 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...

  • Customer Experience Professional

    1 month ago

    Saint-Laurent, Canada Imperial Dade Full time

    Servicorp, a division of Imperial Dade Canada, leading national distributor, has a job open in Montreal. 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...

  • Customer Experience Representative

    4 months ago

    Saint-Laurent, Canada Enterprise Holdings Full time

    The Customer Experience Representative will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The Customer Experience Representative will gain knowledge through local training and hands-on experience to provide administrative support, service...

  • Customer Experience Coordinator

    3 months ago

    Saint-Laurent, Canada Recochem inc. Full time

    Recochem is leading the way in offering global thermal management, emission control, vehicle care and household solutions that provide protection & safety to consumers and to the environment. Recochem excels at turning consumer insights into innovation while driving In-depth category expertise and building power brands that align to consumer preference. Our...

  • Customer Experience Lead

    4 months ago

    Saint-Laurent, Canada CAE Full time

    **Role and Responsibilities** In the Customer Services organization, the Customer Experience Lead (CEL) establishes and maintains long-term relationship with CAE’s Defense & Security customers and regional partners worldwide. Through customer contact, the CEL identifies customer needs and business opportunities and works in collaboration with other...

  • Customer Experience Lead

    4 months ago

    Saint-Laurent, Canada CAE Full time

    **Role and Responsibilities** In the Customer Services organization, the Customer Experience Lead (CEL) establishes and maintains long-term relationship with CAE’s Defense & Security customers and regional partners worldwide. Through customer contact, the CEL identifies customer needs and business opportunities and works in collaboration with other...

  • Customer Experience Representative

    4 months ago

    Saint-Laurent, Canada Crown Lift Trucks ULC Full time

    We are currently hiring a Customer Experience Representative to join our growing team! Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering...

  • Customer Experience Associate

    4 months ago

    Saint-Laurent, Canada TD Bank Full time

    **Customer Experience Associate**: - 417248BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 1825 O'Brien Boulevard **Employment Type** - Regular **City** - St-Laurent **Time Type** - Full Time **Province/State** - Quebec **Hours** - 37.5 **Workplace Model** - Onsite **Pay Details** **Department Overview** At...

  • Customer Experience Associate

    4 months ago

    Saint-Laurent, Canada TD Bank Full time

    **Customer Experience Associate**: - 416348BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 1825 O'Brien Boulevard **Employment Type** - Regular **City** - St-Laurent **Time Type** - Full Time **Province/State** - Quebec **Hours** - 37.5 **Workplace Model** - Onsite **Pay Details** **Department Overview** At...

  • Customer Experience Lead

    4 months ago

    Saint-Laurent, Canada CAE Full time

    **About This Role** **The role we are offering you**: - Develop and secure, key long term relationships with decision makers in your customer portfolio. - Develop and drive action plans to amaze those decision makers customer experience. - Proactively escalate to get issue resolution on behalf your customers. - Be responsible and accountable for internal...

  • Customer Experience Lead

    4 months ago

    Saint-Laurent, Canada CAE Full time

    **About This Role** **Customer Experience Lead** **Job Summary**: **Your challenges** - Drive customer loyalty by developing and securing long-term relationships with decision-makers in your account portfolio. - Develop and drive action plans to build an amazing customer experience for those decision makers. - Proactively escalate to get issue resolution...

  • Territory Manager

    3 weeks ago

    Bas-Saint-Laurent, Canada Brambles Full time

    Job DescriptionBrambles is seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and driving customer satisfaction across our territory.Key ResponsibilitiesMaintain strong relationships with customers and ensure their...

  • Territory Manager

    3 weeks ago

    Bas-Saint-Laurent, Canada Brambles Full time

    Job DescriptionBrambles is seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and driving customer satisfaction across our territory.Key ResponsibilitiesMaintain strong relationships with customers and ensure their...

  • Customer Experience Manager

    5 months ago

    Saint John, Canada Michaels of Canada, ULC. Full time

    Store - SAINT JOHN, NB 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 Support Manager

    3 months ago

    Saint-Laurent, Canada E-SMART Control Full time

    **Who We Are** E-SMART develops and manufactures innovative ADAS solutions that increase the safety of fleet vehicles. E-SMART helps set new safety standards with Intelligent Speed Adaptation. This solution determines vehicle location in real time to actively manage the maximum speed the vehicle can attain in the respective posted speed zone. Along with its...

  • Customer Service Manager

    4 months ago

    Saint-Laurent, Canada VVIVID VINYL Full time

    **About us** VViViD Vinyl is a worldwide distributer of specialized vinyl and craft products. We have set the bar in innovation and are constantly developing new and improved products. We are looking for someone who is self motivated, organized and energetic to join our team. Customer Service Manager **Duties**: - Oversee and manage the customer service...

  • Customer Experience Specialist

    4 months ago

    Saint-Laurent, Canada Carrier Enterprise Canada Full time

    **Position: Customer Experience Specialist** **Reporting to**: Customer Experience Manager **Location**: St Laurent, QC **Who We Are**: _At Carrier Enterprise Canada we’re passionate about peopleour team members, our customers, and our partners? Combining teamwork and collaboration with our industry leading Carrier, Bryant, and Payne brands we deliver...

  • Customer Experience Associate-cote Vertu, Ville

    3 weeks ago

    Saint-Laurent, Canada Scotiabank Full time

    Requisition ID: 206317 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **About the role**: As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial...

  • Customer Care Lead

    4 months ago

    Saint-Laurent, Canada Browns Shoes Full time

    Browns Shoes, a family-owned business established in Montreal in 1940, now with over 70 stores across Canada, is synonymous with top international designer collections, luxurious leather goods, and exclusive street savvy fashion for ladies, men and children. Browns is looking for a highly motivated Customer Care Lead who will be responsible for ensuring all...