Customer Experience Manager
7 days ago
Job Title: Customer Experience Manager
Company: Volkswagen Financial Services Canada
Job Summary:
We are seeking an experienced Customer Experience Manager to join our team at Volkswagen Financial Services Canada. The successful candidate will be responsible for leading the Customer Advocacy department, focusing on enhancing and continuously improving processes and the quality of service to customers while ensuring regulatory compliance.
Key Responsibilities:
- Lead the Customer Advocacy department, overseeing the Customer Transition Management, Customer Experience Management, and Risk Mitigation Management activities for the Canadian Market.
- Develop and implement initiatives that support Customer Advocacy objectives and KPIs (key performance indicators) in order to align to global corporate strategy.
- Process ownership over area of responsibility: identify opportunities for improvement, recommend and implement changes in current policies and procedures while ensuring compliance with federal and provincial laws.
- Responsible for being a VCCI Customer Ambassador and developing communications, engaging with business partners, and infusing processes with disciplined cadence supporting the voice of the customer to ensure proper structures are in place to enable our customer centricity strategy.
- Set and achieve team performance goals with key metrics driving customer's satisfaction and loyalty levels and monitors teams' performance for area of responsibility including analyzing and managing performance, utilizing appropriate escalation, and exception paths.
- Work with various stakeholders to develop and implement projects and program rules to improve quality and productivity.
- Ensure departments perform according to established Policies and Guidelines and maintain sound risk management practices.
- Review and approve exceptions and/or transactions related to consumer accounts falling under authority level and responsible for overseeing the outcome of legal files in order to protect company assets.
- Collaborate with supervisors to ensure execution of strategic guidelines and develop and maintain comprehensive strategy for sub-prime risk analysis, asset protection and recovery, appropriate for the risk tolerance of the organization.
Requirements:
- 10+ years of related industry and or automotive experience
- ~7+ years of experience leading a team responsible for customer servicing, staffing, employee development
- Communication skills – interpersonal, presentation and written (French & English)
- Analytical skills – using logic and reason, creative and strategic thinking
- Computer savvy – skilled in the use of software
- Resource/Team management - ensuring efficient use of available capacity (planning and assignment of tasks)
- Staff management skills – set goals, develop business plans, delegate tasks
- Creative / unconventional thinking
- Performance driven
- In-depth understanding of call center operations, performance indicators and knowledge of the overall workflow within the VW Credit organization
- Ability to partner with other business units to identify and execute on common goals and objectives
- Proven track record of business performance improvement
- Effective change management cadence and discipline
- Proficient in Microsoft Excel, PowerPoint & Word
Education:
Bachelor's degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.)
MBA - relevant master's degree is an asset
Language: English
-
Customer Experience Director
1 week ago
Old Toronto, Ontario, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout ACCS - ARES Customer Care Solutions GmbHACCS - ARES Customer Care Solutions GmbH is a leading provider of innovative digital solutions dedicated to simplifying the customer experience for businesses across the globe. With a user-friendly online platform, customer interactions and support can be efficiently managed, making the customer experience more...
-
Customer Experience Director
7 days ago
Old Toronto, Ontario, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout ACCS - ARES Customer Care Solutions GmbHACCS - ARES Customer Care Solutions GmbH is a leading provider of innovative digital solutions dedicated to simplifying the customer experience for businesses across the globe. With a user-friendly online platform, customer interactions and support can be efficiently managed, making the customer experience more...
-
Lead Customer Marketing Strategist
4 weeks ago
Toronto, Ontario, Canada Customer Labs Full timeAbout Customer LabsAt Customer Labs, we strive to simplify the lives of sellers, marketers, and corporate communicators. Our innovative video messaging solutions, AI-driven tools, and various products are utilized by numerous leading companies. We are dedicated to enhancing the experiences of our customers, our team members, our communities, and...
-
Lead Customer Marketing Strategist
4 weeks ago
Toronto, Ontario, Canada Customer Labs Full timeAt Customer Labs, we simplify the lives of sales professionals, marketers, and corporate communicators. Our innovative video messaging solutions, AI-driven tools, and various products are utilized by numerous leading organizations. We are dedicated to enhancing the experiences of our clients, our colleagues, our communities, and ourselves. Role Overview ...
-
Lead Customer Marketing Strategist
4 weeks ago
Toronto, Ontario, Canada Customer Labs Full timeAbout Customer LabsAt Customer Labs, we are dedicated to simplifying the lives of sellers, marketers, and corporate communicators. Our innovative video messaging solutions, AI technologies, and various products are utilized by numerous industry leaders. We are committed to enhancing the experiences of our customers, our team members, and the communities we...
-
Lead Customer Engagement Marketing Strategist
4 weeks ago
Toronto, Ontario, Canada Customer Labs Full timeOverview of the Position Customer Labs is seeking a Lead Customer Engagement Marketing Strategist to enhance our Demand Generation initiatives. Reporting directly to the Demand Generation Manager, you will be tasked with executing customer marketing strategies that drive upsell and cross-sell opportunities, re-engage our existing clientele, and mitigate...
-
Customer Service Specialist
1 week ago
Toronto, Ontario, Canada Zedd Customer Solutions Full time**Job Summary:**Zedd Customer Solutions is seeking a highly motivated and bilingual sales representative to join our team. As a sales representative, you will be responsible for making and receiving telephone calls on behalf of our clients, promoting products and services, and providing exceptional customer service.**Key Responsibilities:**Make and receive...
-
Customer Service Specialist
7 days ago
Toronto, Ontario, Canada Zedd Customer Solutions Full time**Job Summary:**Zedd Customer Solutions is seeking a highly motivated and bilingual sales representative to join our team. As a sales representative, you will be responsible for making and receiving telephone calls on behalf of our clients, promoting products and services, and providing exceptional customer service.**Key Responsibilities:**Make and receive...
-
Customer Experience Manager
18 hours ago
Toronto, Ontario, Canada Volkswagen Financial Services Canada Full timeJob Title: Customer Experience ManagerVolkswagen Financial Services Canada is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our Customer Advocacy department, you will be responsible for delivering exceptional customer experiences across all touchpoints.Key Responsibilities:Develop and implement customer-centric...
-
Customer Experience Manager
23 minutes ago
Toronto, Ontario, Canada Volkswagen Financial Services Canada Full timeJob Title: Customer Experience ManagerVolkswagen Financial Services Canada is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our Customer Advocacy department, you will be responsible for delivering exceptional customer experiences across all touchpoints.Key Responsibilities:Develop and implement customer-centric...
-
Customer Experience Manager
16 hours ago
Toronto, Ontario, Canada Volkswagen Financial Services Canada Full timeJob Title: Customer Experience ManagerVolkswagen Financial Services Canada is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our Customer Advocacy department, you will be responsible for delivering exceptional customer experiences across all touchpoints.Key Responsibilities:Develop and implement customer-centric...
-
Customer Experience Manager
1 week ago
Toronto, Ontario, Canada Spence Diamonds Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Spence Diamonds. As a key member of our retail operations team, you will be responsible for providing exceptional customer service, managing store operations, and leading a team of sales support associates.Key ResponsibilitiesCustomer Service:...
-
Customer Experience Manager
7 days ago
Toronto, Ontario, Canada Spence Diamonds Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Spence Diamonds. As a key member of our retail operations team, you will be responsible for providing exceptional customer service, managing store operations, and leading a team of sales support associates.Key ResponsibilitiesCustomer Service:...
-
Customer Experience Manager
16 hours ago
Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full timeAbout Four SeasonsFour Seasons Hotels and Resorts is a global luxury hotel management company with a commitment to delivering exceptional guest experiences. Our company culture is built on the principles of recognizing and welcoming individuals, treating everyone with respect, and creating lasting impressions.About the RoleWe are seeking a Manager, Customer...
-
Customer Experience Manager
18 hours ago
Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full timeAbout Four SeasonsFour Seasons Hotels and Resorts is a global luxury hotel management company with a commitment to delivering exceptional guest experiences. Our company culture is built on the principles of recognizing and welcoming individuals, treating everyone with respect, and creating lasting impressions.About the RoleWe are seeking a Manager, Customer...
-
Customer Experience Manager
1 week ago
Toronto, Ontario, Canada Spence Diamonds Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Spence Diamonds. As a key member of our retail operations team, you will be responsible for providing exceptional customer service, managing store operations, and leading a team of sales support associates.Key ResponsibilitiesCustomer Service:...
-
Customer Experience Manager
7 days ago
Toronto, Ontario, Canada Spence Diamonds Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Spence Diamonds. As a key member of our retail operations team, you will be responsible for providing exceptional customer service, managing store operations, and leading a team of sales support associates.Key ResponsibilitiesCustomer Service:...
-
Customer Experience Manager
37 minutes ago
Toronto, Ontario, Canada Mark's Full timeAbout the RoleWe are seeking a highly skilled and experienced Assistant Manager to join our Customer Experience team at Mark's. As a key member of our leadership team, you will play a critical role in driving sales growth, improving customer satisfaction, and fostering a positive work environment.Key ResponsibilitiesPartner with our Sales and Marketing teams...
-
Customer Experience Manager
1 week ago
Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full timeAbout Four SeasonsFour Seasons Hotels and Resorts is a global luxury hotel management company, renowned for its exceptional service and commitment to excellence. Our company culture is built on a foundation of teamwork, innovation, and a passion for delivering unforgettable experiences to our guests.About the RoleWe are seeking a highly skilled Customer...
-
Customer Experience Manager
7 days ago
Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full timeAbout Four SeasonsFour Seasons Hotels and Resorts is a global luxury hotel management company, renowned for its exceptional service and commitment to excellence. Our company culture is built on a foundation of teamwork, innovation, and a passion for delivering unforgettable experiences to our guests.About the RoleWe are seeking a highly skilled Customer...