Customer Experience

1 week ago

Saskatoon, Canada Centennial Plumbing, Heating and Electrical Full time

**Job Title**: Customer Experience & Marketing Manager
**Location**: Saskatoon, SK
**Type**: Full-Time (Maternity Leave Coverage with Strong Potential for Ongoing Role)
**Reports To**: CEO

**Overview**

Centennial Plumbing, Heating & Electrical is hiring a **Customer Experience & Marketing Manager** to lead the full customer journey — from first impression to booked service.

This is a **full-time leadership role** that begins as maternity leave coverage, with strong potential for a permanent position. You’ll work directly with the CEO and lead both our marketing initiatives and our in-house Communication Centre team. The goal? Create meaningful touchpoints, drive demand, and ensure every client interaction reflects the Centennial brand.

**What You’ll Own**

**Customer Experience Leadership**
- Own the client journey from lead generation to service booking
- Align marketing campaigns and Communication Centre messaging
- Ensure consistent, on-brand experiences across all client touchpoints
- Support the CEO on company-wide communication and strategic initiatives

**Marketing & Brand Strategy**
- Organize internal and external events that engage clients and community
- Collaborate with our graphic designer to produce compelling, on-brand materials
- Track lead flow, campaign ROI, and conversion performance
- Maintain a strong and consistent brand voice in all communications

**Communication Centre Management**
- Lead the Communication Centre team to hit booking and customer service KPIs
- Conduct weekly one-on-one coaching sessions with team members
- Oversee scheduling, vacation coverage, and overflow call handling
- Step in to support the team directly when call volumes spike
- Work with external coaching partners to uphold performance standards
- Foster a team culture focused on responsiveness, care, and professionalism

**You Might Be a Fit If You**
- Have 5+ years of experience in marketing, communications, or customer-facing leadership
- Understand how to blend brand storytelling with operational execution
- Are confident in Google Ads, Meta Ads, LSA campaigns, and direct mail strategy
- Have experience managing a team and coaching for high performance
- Are highly organized, with excellent time and project management skills
- Are equally comfortable leading strategy and answering a ringing phone
- Bonus: Experience in the home services or renovation industry, or with tools like ServiceTitan

**Why Join Centennial**
- Competitive salary based on experience
- Values-driven, fun, and ambitious team culture
- Leadership opportunity with strong potential for growth
- Be part of a company that’s proud of its work and its people

**Position Details**
- **Full-Time Role**: Starts as maternity leave coverage, with strong potential for permanent placement based on performance and company growth.

Pay: $60,367.28-$80,385.73 per year

Schedule:

- Monday to Friday

**Language**:

- English (required)

Work Location: In person

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