Customer Experience Specialist

**The Opportunity**

We are seeking a Voice of Customer champion who will be responsible for Wajax’s Customer Success strategy and overseeing its successful execution. This individual will help us connect the dots across Research, Insights, and NPS. Under the direction of the Vice President of Marketing, the Voice of Customer Specialist, will be an initiative-taking, strategic thought leader focused on managing and developing Wajax’s VoC Program.

**The Role**
- Define and Optimize Customer Journey across multiple
- Capture, track and report Voice of Customer to the company
- Consolidate and synthesize various sources of information, develop compelling data driven insights, and deliver reports/presentations with strategies and recommendations
- Create a long-term VoC strategy in partnership with internal stakeholders to support the overall growth objectives of Wajax
- Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; effectively communicate and lead the teams to implement these ideas
- Drive promoters and new business growth through greater advocacy and customer testimonials and stories
- Champion customer priorities and interests with internal stakeholders to build strategic roadmaps and direction
- Communicate key insights, quarterly metrics, and suggestions for improving customer success across customer-base
- Identify customer insights and key drivers of negative and positive customer experience
- Prepare reporting and presentations for management sharing insight and recommendations
- Determine proper cadence and forums for sharing VoC results with leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements.
- Work with stakeholders to ensure swift follow ups with customers
- Ensure high quality of respondents
- Work to improve data quality

**Skills required**:

- A proven track record of success delivering and driving execution of enterprise-wide strategic customer programs; demonstrated ability to lead complex strategic customer initiatives across the business
- Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset
- Passionate about the customer experience and a consummate champion for the customer
- Outstanding collaboration skills and the ability to internally navigate to make progress on key customer initiatives
- Coordination - training regional stakeholders and regular progress meetings
- Project Management - planning touchpoints and survey sends, weekly alignment with Customer Gauge, communicate targets and goals, communicate data expectations.
- Experience with: Customer Gauge or similar Customer Success platform that uses NPS, Salesforce
- Education: University Degree (Communications, Marketing, Commerce)
- Work Experience: 1-3 years of relevant experience in a similar role
- Knowledge: Superior writing and verbal & non-verbal communications skills. Impeccable grammar, spelling and punctuation skills. Self-motivated and resourceful in handling tasks in a fast-paced environment.

**_ **This is a remote role and can reside anywhere in Canada._**

**The Company**

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas - to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”

Highlights include:

- 100% employer paid medical and dental benefits with no waiting period for eligibility.
- Wajax led e-learning, and product training through industry leading manufacturers.
- Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program and more.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

**\\ Together we get more done.