Customer Experience Lead

7 months ago

PointeClaire, Canada Saint Gobain Full time

**The Role** WHAT’S THE JOB?**
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Travel and provide necessary training and guidance to employees on customer-centric approaches (soft skills and systems) and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
- Other duties as required

**DESCRIPTION DU POSTE**

Le titulaire de ce poste est responsable de s’assurer que tous les appels entrants de client ou de vente, les commandes en personne et les courriels sont pris en charge soigneusement et professionnellement, en respectant les dates de livraison données et les tarifs et en résolvant les problèmes des clients à l’une de nos succursales les plus occupées. Il travaillera avec une excellente équipe pour réaliser les tâches suivantes:

- Développer et mettre en œuvre des stratégies pour améliorer les interactions avec les clients au sein des multiples points de contact et réseaux.
- Analyser les commentaires, sondages et données des clients pour déterminer les points à problèmes des clients et des façons d’améliorer le parcours des clients et de créer une expérience positive.
- Collaborer avec des équipes interfonctionnelles, comme l’équipe de marketing, de ventes, de développement de produits et de service à la clientèle, afin d’harmoniser les efforts en matière d’expérience à la clientèle avec les objectifs d’affaires.
- Concevoir et mettre en place des normes et des directives de service à la clientèle pour assurer une prestation du service uniforme et exceptionnelle afin de bâtir des relations avec les clients.
- Se déplacer et fournir la formation et les conseils nécessaires aux employés à propos des approches axées sur les clients (compétences générales et systèmes) et les meilleures pratiques pour favoriser une culture axée sur les clients à l’échelle de l’organisation.
- Surveiller et mesurer les indicateurs de rendement clés reliés à la satisfaction des clients, à la rétention et à la loyauté en offrant fréquemment des comptes-rendus et des observations à l’équipe de la haute direction et aux parties prenantes.
- Effectuer d’autres tâches en fonction des besoins.

**Requirements** Here is what’s important to have to apply**:

- Strong team player with excellent customer service skills and able to build and maintain lasting relationships with customers
- Proactive & Positive to think like a customer, act like an owner, provide solutions and execute with impact
- 2+ years’ experience in a similar role dealing with customer in-person
- Exceptional verbal and written communication skills
- Strong problem identification and resolution skills
- Computer experience: Microsoft Office,
- Excellent organizational skills and attention to detail
- Enjoys working in a fast-paced customer facing environment
- Solide esprit d’équipe avec d’excellentes compétences en service à la clientèle et capacité à bâtir et à maintenir des relations durables avec les clients;
- Proactif et capable de penser comme un client, d’agir comme un propriétaire, de fournir des solutions et de réaliser des choses de façon percutante;
- Deux ans ou plus d’expérience dans un rôle similaire à gérer les clients en personne;
- Compétences exceptionnelles en communication, autant verbale qu’écrite;
- Très bonnes compétences en définition et en résolution des problèmes;
- Expérience en informatique : Microsoft Office;
- Excellentes compétences organisationnelles et minutie;
- Aime travailler dans un environnement orienté sur les clients à rythme rapide.

**About Us** HERE WE ‘GROW’ AGAIN**

On July 29, 2022 Saint-Gobain completed the acquisition of Kaycan, a manufacturer and distributor of exterior building materials in Canada and in the United States. With this acquisition, Saint-Gobain reinforced its worldwide leadership in light and sustainable construction by becoming the top siding player in Canada. We are excited to add new complementary products to our already broad offering of exterior building solutions.

In support of this acquisition, Saint-Gobain has an exciting career opportunity for a **Customer Experience Lead **

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