Customer Experience Manager

1 month ago

Toronto, Ontario, Canada BRC Group - Tayco and BRC Full time
Job Title: Customer Experience Manager

At BRC Group - Tayco and BRC, we are seeking a highly skilled Customer Experience Manager to join our team. This is a unique opportunity to make a significant impact on our customers' experience and drive business growth.

Key Responsibilities:
  • Develop and implement strategic plans to enhance customer satisfaction and loyalty.
  • Lead and manage the Customer Service, Claims, and Order Entry teams to ensure exceptional customer experiences.
  • Collaborate with Sales and Marketing to create and execute customer-centric initiatives.
  • Build and maintain strong relationships with customers, dealers, and internal stakeholders.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Develop and implement processes to ensure timely and effective resolution of customer issues.
  • Provide coaching and training to team members to enhance their customer service skills.
Requirements:
  • 3-5 years of experience in customer experience roles and people management.
  • Strong demonstrated customer service and troubleshooting skills.
  • Strong understanding of Tayco products.
  • Ability to supervise employees, including organizing, prioritizing, scheduling work assignments, and measuring and reporting results.
  • Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required.
  • Proven conflict resolution, negotiation, and objection handling skills.
  • Ability to respond and adapt quickly in a dynamic and changing environment.
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
  • Good training, coaching, and mentoring skills.
  • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.
  • Able to effectively communicate both verbally and in writing.
  • Ability to coordinate and organize meetings, exhibits, and other events.
  • Ability to adapt to and learn fast new software.
  • Computer literate, including effective working skills of MS Word, Excel, and e-mail.
  • Professional telephone manners.
  • Attention to detail in all areas of work.
What We Offer:
  • Salary Range: $70,000 - $75,000 per annum.
  • Extended Healthcare Plan (Medical, Disability, Dental & Vision).
  • Active Social Committee with wonderful company culture.
  • Opportunities for growth and development.
  • Great people to work with.

We are an equal opportunities employer and welcome applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons, and persons of a visible minority. If you are passionate about delivering exceptional customer experiences and want to join our team, please submit your resume and cover letter by [insert date].

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