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Customer Experience Manager

2 months ago

Golden Horseshoe, Canada Tayco Full time
Job Summary

Tayco is seeking a highly skilled Customer Experience Manager to lead our customer service team and drive strategic initiatives to enhance customer satisfaction. As a key member of our organization, you will be responsible for creating and implementing customer experience plans, leading a high-performance team, and ensuring exceptional customer service.

Key Responsibilities
  • Customer Experience Strategy
    • Develop and implement customer experience plans to drive business growth and customer satisfaction.
    • Collaborate with cross-functional teams to ensure alignment and effective execution of customer experience initiatives.
  • Team Leadership
    • Lead a high-performance team of customer service representatives to achieve exceptional customer satisfaction and service levels.
    • Develop and implement training programs to enhance team skills and knowledge.
  • Customer Service Excellence
    • Ensure that all customer interactions are handled in a professional and courteous manner.
    • Monitor and analyze customer feedback to identify areas for improvement.
  • Process Improvement
    • Identify and implement process improvements to enhance customer experience and efficiency.
    • Collaborate with IT and other stakeholders to implement technology solutions to support customer experience initiatives.
  • Reporting and Analysis
    • Develop and maintain metrics to measure customer satisfaction and service levels.
    • Analyze data to identify trends and areas for improvement.
Requirements
  • Education and Experience
    • 3-5 years of experience in customer experience roles and people management.
    • Strong demonstrated customer service and troubleshooting skills.
  • Skills and Abilities
    • Strong understanding of Tayco products and services.
    • Ability to supervise employees, including organizing, prioritizing, scheduling work assignments as well as measuring and reporting results.
    • Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required.
Benefits
  • Compensation and Benefits
    • Salary Range: $70,000 - $75,000 per annum.
    • Extended Healthcare Plan (Medical, Disability, Dental & Vision).
  • Company Culture
    • Active Social Committee with wonderful company culture.
    • Opportunities for growth and development.