Manager, Customer Experience

6 months ago

Waterloo, Canada Alumni Educational Solutions Full time

**Position**:

- Manager, Customer Experience

**Work Location**:

- Waterloo, ON (Hybrid Remote Role - In Office required)

**Description**:
Alumni Classroom Furniture Inc. (ACF) is seeking a dynamic leader as the Manager of Customer Experience with a passion for enabling our customers to have a great experience when partnering with ACF. ACF believes in performance through partnership and integrity and focuses on these traits whenever we look to add to our team.

The following Team will report directly to the Manager of Customer Experience:

- Customer Success (Contracts and Quoting)

**Duties and Responsibilities**
- Creates action plans for areas to improve the customer experience; providing regular feedback to department heads
- Develops, manages and analyzes the customer experience by creating and setting performance standards; liaising with departments for input, opinions and views regarding same
- Implements metrics and measurements of customer experience; systematically gathers data and feedback on service failures to recover and rebuild customer loyalty
- Analyzes trends and develops specific action plans that eliminate the cause of recurring customer service problems
- Serves as advocate in driving industry best practices and the evolution and adoption of new customer service tools and processes
- Communicates vision of customer experience to all levels of the organization; working with departments and associates to constantly look for better ways to serve customers
- Reports on areas of opportunity to improve our overall customer experience
- Facilitates training sessions, information sessions, focus groups and various other meetings as required
- Works as part of a team for the success of the business, exhibiting attention to detail and accuracy in performing duties
- Adheres to compliance and workplace policies and procedures
- Any other duties as assigned.

**Qualifications**:

- College Diploma or University Degree in business, administration or suitable equivalent
- Minimum 5 years’ experience in managing a Customer Experience team and function with strong aptitude towards rapport building and team leadership resulting in the promotion of remarkable service
- Strong track record of driving results and transforming performance in a fast-paced environment
- Ability to develop and cultivate positive relationships both externally and internally
- Excellent organizational skills to effectively plan, execute and direct resources
- Proven skills in data analysis including identification of trends, risks and opportunities
- Excellent computer skills - Excel, Word, PowerPoint as well as experience with a CRM system

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Waterloo, ON N2J 3B6: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Waterloo, ON N2J 3B6

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