Customer Experience Manager

3 weeks ago

Vancouver, British Columbia, Canada Bureau Veritas Group Full time

Are you passionate about delivering exceptional client experiences and driving business growth?

Bureau Veritas Canada is seeking a highly skilled Customer Experience Manager to join our team.

The ideal candidate will have a strong background in account management and a proven track record of achieving target objectives and outcomes.

Key responsibilities will include:

  • 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
  • Adept 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 include:

  • 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

Bureau Veritas is proud to offer a competitive salary range of $80k-$120k, as well as a comprehensive benefits package including top-tier health, dental, and vision coverage, paid time off, and professional development opportunities.

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