Manager, Customer Experience
2 weeks ago
Posted: January 9, 2023
- Closing Date: January 24, 2023
- Position Type: Permanent
- Union: Union Exempt - Management Professional (MP)
- We are looking for the next customer experience professional to join our Commercial and Customer Relations group. Lead our Customer Relations team and the evolution of our Customer Experience function to help us achieve ENMAX Power’s vision for 2030. The Manager, Customer Experience will deliver advancements in customer experience based on a deep well of knowledge in the customer experience space through improvements across our business that add value to Calgarians.
- Watch this video to see what we are all about.
- Introduction to ENMAX Power
- ENMAX Power 2030 Vision
- Our Purpose is to power Calgary’s future by connecting our customers to clean and affordable
- electricity. ENMAX Power’s Vision is comprised of five pillars:
- Safety above all else-
- There is no compromise when it comes to safety of our employees, customers, and communities-
- People are our strength-
- Employees are the most important part of our success, and we create an inclusive environment where employees thrive and do their best-
- Customers are at the center of everything we do-
- Customers choose us. We use data and technology to understand and build strong relationships with our customers. We deliver value for them through affordable services.-
- A sustainable and modern grid-
- The grid is core to connecting our customers to clean electricity. Technology is leveraged to enable a flexible and sustainable two-way power grid, capable of meeting customers’ dynamic needs.-
- Operational excellence-
- We do it right. We continually assess innovative ways to deliver for our customers and better our operations and financials.- Who You Are
- We put customers at the centre of all that we do - this will be your motto as you guide our Customer Relations team and grow our commitment to ENMAX Power’s customer experience.
- You are someone who can translate our vision into a plan of action and the challenge of implementing something new and complex invigorates you. You know that teamwork makes the dream work and you thrive on making things happen by working collaboratively with other leaders and key collaborators to inspire, influence, and enable the whole ENMAX Power team to create a better experience for our customers. You have a track record in helping an organization in its customer experience journey and you are eager to learn about our business and help us be successful.
- You believe in a future where ENMAX Power has strong relationships with its customers and our customers choose us. We deliver value for customers every day. You have a high level of positive energy and use that to lift others up while also challenging the status quo. Sound like you?
- Great We’d love to hear from you
- Send us your resume and a letter introducing yourself. We want to know:
- Why do you want to be the Manager of Customer Experience?-
- What drives your passion for a great customer experience?-
- What experience do you have that will lead you to succeed in this role?-
- What is your personal superpower that will make you a great addition to our team?- Major Accountabilities- Develop, implement, and maintain customer service practices and metrics for ENMAX Power-
- Enhance ENMAX Power’s delivery of customer experience by developing an internal network of collaborators to identify and action improvements-
- Lead cross-collaborative initiatives that launch us forward in our journey to enhance the ENMAX Power customer experience-
- Provide leadership, coaching and mentoring to the Customer Relations and Key Account Management teams-
- Day-to-day management of customer escalations and general issues management-
- Internal leadership and training of ENMAX Power team members in customer excellence and service-
- Model customer-centric behaviour across our organization at every opportunity- Qualifications:
- Minimum ten years’ experience in Communications & Customer Relations or a Customer Experience function-
- Supplementary education in customer experience, education, change management and/or systems thinking-
- A proven track record in customer experience is needed for this role-
- Knowledge of the electric utility industry or other similar regulated environment would be beneficial- How you get work done:
- You have an extremely high level of initiative and are creative and curious. You generate your own ideas while being a great listener of others. You automatically think “and” not “or” and translate challenges into “how might we?”
You bring inspiration, passion, delivery, and grit. You are highly committed and passionate for customer centricity, collaboration, great results, and impact. You are an amazing communicator - able to comprehend complex matters and translate these to clear simple language for customers and stakeholders to understand our business.
You can get work done by yourse
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