Customer Experience Manager, National Accounts

2 weeks ago

Vancouver, British Columbia, Canada Brambles Full time
Job Description

Job Summary

The Customer Experience Manager, National Accounts will be responsible for leading a team that handles commercial and retail customers across Canada. This individual will be accountable for executing against strategic imperatives related to best-in-class customer experience, ensuring all touchpoints are achieved with consistency. The successful leader will increase customer satisfaction and loyalty, as measured through net promoter scoring (NPS) and employee engagement surveys.

Key Responsibilities

  • Manage customer support and order execution associates for the assigned portfolio
  • Act as the primary escalation point to respond to customer concerns
  • Implement and enforce customer support standards aligned with strategic objectives
  • Coordinate interdepartmental collaboration to ensure business continuity
  • Provide support to customers with face-to-face site visits as needed
  • Track portfolio performance growth and hold the team accountable for achieving volume and revenue targets
  • Provide coaching/feedback and mentoring to team members
  • Ensure data integrity in CRM and SalesForce systems
  • Collaborate with stakeholders to grow revenue within assigned territories
  • Monitor KPI metrics to drive results and business continuity
  • Create and implement work processes to enhance service delivery
  • Accountable for NPS customer satisfaction survey results, conduct closed-loop feedback sessions, and establish action plans to improve detractors and passives
  • Maintain high employee engagement as measured by Pulse surveys
  • Be an active change management champion, understanding upstream and downstream business processes
  • Manage change, celebrate success, and foster a culture of creativity and forward-thinking
  • Hire and develop an effective team to meet internal and external business objectives
  • Conduct yearly and mid-year performance appraisal sessions

Requirements

  • Education: Bachelor's degree or equivalent
  • 5-7 years of managerial experience

Skills and Knowledge

  • Ability to train and mentor a combined commercial and retail customer support team
  • Excellent written and verbal communication skills
  • Effective listening skills and patience when dealing with difficult customer situations
  • Superior data analytics skills
  • Strong business acumen in CPG and supply chain
  • Problem-solving and decision-making skills
  • Presentation skills
  • Knowledge of environmental, social, and governance (ESG) principles

Language

English (Essential)

French (Desirable)

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