Customer Experience Manager

2 months ago

Mississauga, Canada GardaWorld Full time

Reporting to the Regional Director, the Customer Experience Manager is a key leadership role responsible for managing the Customer Experience Facilitator team. The Customer Experience Manager ensures the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the facilitation of passengers, addressing customer concerns, and collaborating with internal and external stakeholders to enhance customer satisfaction and experience.

**Key Responsibilities**:

- Provide leadership, guidance, and support to the Customer Experience Facilitator team.
- Establish performance expectations, track progress, and offer continuous coaching and feedback.
- Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
- Conduct regular team meetings and individual performance evaluations.
- Identify training and development needs of team members and coordinate appropriate training initiatives.
- Create and execute a thorough customer service strategy to improve the overall passenger experience.
- Define service standards, policies, and procedures to ensure consistent delivery of exceptional customer service.
- Monitor customer satisfaction metrics, analyze feedback, and implement action plans to address areas of improvement.
- Keep abreast of industry trends and best practices in customer experience management.
- Organize and conduct training programs for Customer Experience Facilitators, focusing on customer service skills, conflict resolution, and communication techniques.
- Ensure that team members are knowledgeable about CATSA (Canadian Air Transport Security Authority) regulations, SOPs (Standard Operating Procedures), and other relevant guidelines.
- Oversee the facilitation of passengers, ensuring barrier-free access to screening checkpoints.
- Monitor and improve the efficiency of passenger flow, queue management, and wait times.
- Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
- Collaborate with screening personnel, stakeholders, and external partners to optimize the passenger experience.
- Build and maintain effective relationships with internal stakeholders, including Screening Officers, Screening Contractors, and other departments.
- Collaborate with external partners, such as airlines and airport authorities, to ensure a coordinated approach to customer service and passenger facilitation.
- Act as a primary point of contact for escalations and coordination with relevant stakeholders.
- Prepare regular reports on customer service performance, including key performance indicators (KPIs), trends, and improvement initiatives.
- Analyze data and feedback to identify areas for improvement and develop strategies to enhance the overall customer experience.

**Qualifications**:

- A min of secondary education or related field or equivalent work experience
- A minimum of 1-3 years of experience working in the aviation industry, or similar service
- Ability to obtain and retain a RAIC (Restricted Area Identity Card) and Transport Canada Clearance
- Preference will be given to individuals with experience in the aviation industry.
- Bilingual proficiency, with a preference for fluency in both English and French, is preferred for this position
- Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
- Excellent interpersonal and communication skills, with a customer-centric approach.
- Solid understanding of customer experience principles, service standards, and best practices.
- Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
- Strong analytical and problem-solving abilities, with a data-driven mindset.
- Proficiency in using customer service software and tools.
- Familiarity with CATSA regulations, SOPs, and relevant industry guidelines is an asset.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.
- Dedicated to providing outstanding customer service and fostering a positive passenger experience.
- Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
- Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
- Experience working with indigenous peoples, the LGBTQ community, and diverse populations.

**GardaWorld: Make the world a safer place**:
GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportun

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    5 months ago

    Mississauga, Canada GardaWorld Full time

    Reporting to the Regional Director, the Customer Experience Manager is a key leadership role responsible for managing the Customer Experience Facilitator team. The Customer Experience Manager ensures the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the...

  • Customer Experience Manager

    2 months ago

    Mississauga, Canada GardaWorld Full time

    Reporting to the Regional Director, the Customer Experience Manager is a key leadership role responsible for managing the Customer Experience Facilitator team. The Customer Experience Manager ensures the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the...

  • Manager of Customer Experience

    5 months ago

    Mississauga, Canada American Tall Full time

    American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7’1. Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community. The growth can be attributed to the excellent...

  • Customer Experience Manager

    2 weeks ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    3 weeks ago

    Mississauga, Ontario, Canada Acosta Full time

    Job SummaryWe are seeking a highly skilled Customer Manager to join our team at Acosta. This role is responsible for the management of customer relationships, driving sales growth, and achieving business objectives.Key ResponsibilitiesCustomer Relationship Management: Build and maintain strong relationships with key customers, identifying opportunities to...

  • Customer Experience Manager

    2 weeks ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    6 months ago

    Mississauga, Canada CHEP USA Full time

    **Position Purpose** The Manager, of Customer Experience will be responsible for managing and developing a team that will handle both commercial and retail customers across Canada. This individual is accountable for executing against the strategic imperatives related to best-in-class customer experience. Ensuring all touchpoints specific to customer order...

  • Customer Experience Manager

    2 months ago

    Mississauga, Canada Michaels Full time

    Store - TOR-MISSISSAUGA/WINSTON CHURCHILL BLVD, ON 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...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Ontario, Canada GardaWorld Full time

    At GardaWorld, we are seeking a skilled Customer Experience Manager to lead our team in delivering exceptional customer service and a seamless passenger experience throughout the screening process.Key Responsibilities:Provide leadership, guidance, and support to the Customer Experience Facilitator team.Establish performance expectations, track progress, and...

  • Customer Experience Manager

    2 weeks ago

    Mississauga, Ontario, Canada PLZ Aeroscience Corporation Full time

    Job OverviewWe are seeking a highly skilled Customer Experience Manager to join our team at PLZ Aeroscience Corporation. This is an exciting opportunity for a customer-focused professional to drive business growth and deliver exceptional results.About the RoleThis role will involve working closely with top-tier customers, providing expert support and...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Ontario, Canada GardaWorld Full time

    As a key leadership role at GardaWorld, the Customer Experience Manager is responsible for overseeing the Customer Experience Facilitator team. This role involves ensuring the delivery of exceptional customer service and a seamless passenger experience throughout the screening process.Key Responsibilities:Provide leadership, guidance, and support to the...

  • Customer Experience Manager

    3 weeks ago

    Mississauga, Canada GardaWorld Full time

    Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally.As a Customer Experience Manager, you will be in a key...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Ontario, Canada GardaWorld Full time

    Are you passionate about delivering exceptional customer service? Do you have a strong background in leadership and team management? GardaWorld is seeking a Customer Experience Manager to join our team.This key leadership role involves overseeing the facilitation of passengers, addressing customer concerns, and collaborating with internal and external...

  • Customer Experience Manager

    1 week ago

    Mississauga, Ontario, Canada Cineplex Full time

    Cineplex is a dynamic and innovative entertainment company seeking an experienced Customer Experience Manager to lead our team in delivering exceptional guest service and driving business growth. About the Role:This is a key leadership position responsible for overseeing the customer experience across all departments within our venues, ensuring seamless...

  • Customer Experience Manager

    4 weeks ago

    Mississauga, Ontario, Canada Indigo Books & Music Full time

    About the Role:The Customer Experience Manager is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our...

  • Manager, Customer Experience

    4 weeks ago

    Mississauga, Canada Pure Industrial Full time

    **Role Summary**: - As a Manager of Customer Experience, the role's purpose is to support the enhancement of the overall customer experience at Pure. The person for this role is someone who can foster a wholesome relationship with a customer-centric view between Pure's teams to ensure we provide first-class service.**Core Responsibilities**: - Creation,...

  • Project Manager

    3 months ago

    Mississauga, Canada Romet Limited Canada Full time

    **JOB TITLE: Project Manager** **Location: Mississauga** *** **Why you should come work with the Romet Team**: - **We offer market competitive salaries.**: - **Annual bonus plan**: - **100% company paid benefits.**: - **Group retirement plan**: - **Training opportunities**: - **Social events, a great team and more!** ROMET Limited was founded in...

  • Bilingual Customer Experience Manager

    5 months ago

    Mississauga, Canada Bayshore HealthCare Full time

    **ABOUT THE ROLE**: The Patient Support Services (PSS) Customer Experience Manager is responsible for overseeing our back-office call center support processes and activities. Your leadership and management skills will be vital in motivating and promoting a culture of exceptional customer experience within the Division. As the Supervisor, Customer Experience,...