Manager, Customer Experience

5 months ago

Unionville, Canada Metergy Solutions Full time

**Role Overview**:
**This is a Hybrid Role - ~3 days in office at our Markham Location**

**Key Responsibilities**:

- Champion customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.
- Review and maintain all external customer communication standards and templates to ensure alignment with brand guidelines and messaging principles.
- Collaborate with cross-functional teams to make recommendations for enhancing user experience for the Metergy customer portal, driving improvements based on usability testing and feedback.
- Develop and implement strategies to ensure a consistent voice and tone across all customer-facing communications and interactions.
- Collaborate with internal teams to align customer experience initiatives with broader organizational goals and objectives.
- Analyze customer feedback and metrics to identify trends, opportunities, and areas for improvement in the customer experience.
- Foster a culture of continuous improvement and excellence in customer service.
- Stay current on industry trends and best practices in customer experience management, incorporating new insights and technologies into Metergy's customer experience strategy.
- Strategic thinker with a passion for driving customer-centric initiatives and delivering exceptional experiences.
- Other duties, as assigned.

**Qualifications**:

- Bachelor's degree in Marketing, Business Administration, or related field.
- Proven experience (5+ years) in customer experience management or related roles
- Experience managing brand expression in a regulated industry is preferred.
- Strong understanding of customer journey mapping methodologies and tools.
- Excellent written and verbal communication skills, with a keen eye for detail and the ability to convey complex ideas in a clear and concise manner.
- Experience with customer communication platforms, CRM systems, and social media management.
- Demonstrated ability to lead cross-functional teams and drive consensus among stakeholders.
- Analytical mindset with the ability to leverage data to inform decision-making and measure the effectiveness of customer experience initiatives.
- Strong communication, organization, and presentation skills along with the ability to manage competing priorities in a fast-paced environment are required.
- Knowledge of UX/UI principles and methodologies is a plus

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.

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

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match

Flexible Language Requirement:

- French not required

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Unionville, ON L6G 1B3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Social media management: 2 years (preferred)
- CX: 3 years (preferred)

Work Location: In person

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