Customer Experience Manager

4 weeks ago

Vancouver, British Columbia, Canada Bureau Veritas Group Full time

Are you passionate about delivering exceptional client experiences and driving business growth? Do you thrive in a fast-paced environment where no two days are the same? We're seeking a highly skilled Customer Experience Manager to join our team at Bureau Veritas Canada.

About the Role:

The Customer Experience Manager will be responsible for driving a seamless client experience throughout the customer life cycle. This individual will provide thoughtful solutions to understand and serve customer needs, working closely with internal stakeholders to drive and implement customer experience strategy.

Key Responsibilities:

  • Account management and assist with opportunities and leads for Business Development team including quote renewals
  • Client onboarding to ensure world-class customer experience
  • Proactive engagement with client groups to understand and analyze business needs
  • Partner with internal stakeholders to drive and implement customer experience strategy throughout entire customer life cycle
  • Work closely with Business Development team to deliver thoughtful solutions and positive outcomes to clients
  • Audit industry best practices and provide recommendations for improved efficiencies to Operations
  • Prioritize customer retention and continually assess client needs and resource gaps
  • Act as liaison between Customer Service (Client Services and Account Managers) and Business Development for seamless flow of information including invoicing, pricing, account management, prioritization, etc.
  • Help create and implement strategy for growth pipeline with Business Development team
  • Demonstrate BV business brand and culture to client groups to promote services and offerings
  • Monthly reporting and tracking for Management and Operations
  • Assist and align CS team to Leap28 initiatives and any other long term initiatives set out by HO
  • Frequent customer engagement and follow-up via various methods and touch points to ensure client inquiries and needs are resolved in a timely manner
  • Effective management of all advertising and promotional activities
  • Comply with occupational health and safety legislation, BV Group Policies and Procedures, Upstream Minerals Management System Policies and Procedures and ISO standards applicable
  • Act in a safe and professional manner and wear appropriate attire including the required personal protective equipment (PPE)

Requirements:

  • Minimum Bachelor's Degree or equivalent – preferably in geology, chemistry, business or marketing
  • Minimum 5-7 years' experience in an account management role for the energy, environmental or minerals industry
  • Highly organized with the ability to manage both ongoing long-term strategies and complete short-term projects
  • Effective negotiation and problem-solving skills
  • Proven track record of achieving target objectives and outcomes
  • Strong communication skills – verbal and written
  • Excellent interpersonal skills and the ability to deliver engaging presentations
  • Fluency in Spanish and/or French, both verbal and written, would be an asset
  • Intermediate skills in computer software applications and presentation tools

What We Offer:

Bureau Veritas is proud to be committed to providing fair and competitive pay. The salary range for this role is $80k-$120k, and pay within this range varies by work location and may also depend on job-related knowledge, skills, experience, and market location.

Additional Benefits Include:

  • Top-Tier Health, Dental, and Vision
  • Paid Time Off, Statutory Holidays, and up to 8 hours of volunteer time off
  • Life Insurance & AD&D
  • STD & LTD Coverage
  • Company RRSP match
  • Employee Assistant Program (EAP)
  • Professional Development through Tuition Reimbursement

About Us:

Bureau Veritas is a leading provider of testing, inspection, and certification services. We're committed to helping our clients achieve their goals by providing them with the expertise and resources they need to succeed.

How to Apply:

If you're a motivated and results-driven individual who is passionate about delivering exceptional client experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

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