Senior Client Experience Manager

4 weeks ago


Montreal, Quebec, Canada Omnitrans Inc. Full time

About Omnitrans Inc.

Omnitrans Inc. is a leading provider of Customs Brokerage & Logistics services with 45 years of experience. We are committed to delivering exceptional client experiences and exceeding our customers' expectations.

Job Summary

We are seeking a highly skilled Senior Client Experience Manager to join our Sales & Business Development team in Montreal. As a key member of our team, you will be responsible for building and maintaining strong relationships with our clients, ensuring effective account management, and driving business growth.

Key Responsibilities

  • Establish and implement retention and success plans for new and existing clients, identifying areas for improvement and opportunities for growth;
  • Maintain monthly volume/revenue variance reports and conduct in-depth analysis to identify trends and areas for concern;
  • Develop and execute a client visitation schedule to proactively manage accounts and ensure client expectations are met and exceeded;
  • Identify gaps in service and opportunities for improvement, working closely with Divisional or Operations Managers to resolve;
  • Conduct quarterly business reviews with key clients to assess progress and align goals;
  • Provide on-site training and support to clients as needed, leveraging Omnitrans' product and service offerings to drive value and satisfaction;
  • Drive the adoption of Omnitrans' products and technology solutions, ensuring clients receive quality service and take full advantage of company offerings;
  • Stay up-to-date on international trade, logistics, and customs regulations, providing expert guidance and support to clients through presentations and written materials;
  • Possess a bachelor's degree in Transportation, Logistics, or a related field, and bring at least 5 years of experience in Customs Brokerage and/or International Trade, preferably in operations and/or customer service.

Requirements

  • Excellent verbal and written communication skills in English (with fluency in French being an asset);
  • Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions;
  • A proven track record of success in client-facing roles, with a focus on relationship-building and account growth;
  • Proficiency in using data analytics tools to drive business insights and decision-making;
  • Familiarity with international trade regulations and industry standards;
  • A passion for staying up-to-date on industry trends and developments, with a willingness to continuously learn and grow.

Benefits

Omnitrans Inc. offers a competitive salary range of $80,000 - $110,000 per year, depending on experience, plus additional benefits including:

  • A hybrid work environment with two days per week at the office;
  • Access to a comprehensive insurance program, including dental and medical coverage;
  • A 24/7 telemedicine platform and extra healthcare account expense;
  • The opportunity to work with a well-established international company, combining expertise and experience to deliver exceptional results;
  • A flexible and agile work environment that values collaboration and continuous improvement.

About You

We're looking for a motivated and experienced professional who is passionate about delivering exceptional client experiences and driving business growth. If you have a strong background in Customs Brokerage and/or International Trade, excellent communication skills, and a proven track record of success in client-facing roles, we'd love to hear from you



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