Customer Experience Director

**Customer Experience Director**: Emploi - Permanent Full-time - **Director - customer service** Headquarter: Siège social -Victoriaville Quebec G6P 7E3 **As soon as possible**Schedule: 37.75 (Day) **Description**: Sani Marc is seeking a strategic and hands-on Director of Customer Service to lead our national customer service operations. This individual will be responsible for managing a team of regional supervisors, who in turn lead customer service representatives (CSRs) across Canada. The Director will oversee the consistency, efficiency, and excellence of customer service delivery, with a strong focus on process improvement, performance management, digital tools adoption, and cross-functional collaboration. **Responsibilities**: As a member of the Principal Customer Experience Director’s team, the Customer Experience Directorr brings their expertise to address the following challenges: - Lead, mentor, and develop a team of customer service supervisors across multiple provinces. - Establish clear goals, KPIs, and performance metrics for supervisors and CSR teams. - Promote a culture of collaboration, accountability, continuous improvement, and customer focus. - Conduct regular performance reviews, coaching sessions, and team development planning.- Oversee day-to-day service operations to ensure high-quality and consistent customer experiences across all regions. - Monitor and optimize team workflows, staffing, and scheduling to meet service level agreements (SLAs). - Ensure all teams are fully trained and equipped to support products, systems, and processes. - Manage escalation procedures for complex or high-impact customer issues.- Develop and implement a national customer service strategy aligned with business goals. - Analyze service performance data to identify trends, gaps, and opportunities. - Drive adoption of digital tools, CRM systems, and customer support platforms.- Work closely with Sales, Marketing, Logistics, IT, and Production teams to ensure customer service aligns with business needs. - Collaborate with the Training & Development team to ensure consistent onboarding and upskilling of CSRs and supervisors. - Act as the voice of the customer in cross-departmental projects and decisions. - Develop and maintain customer service standards, scripts, and protocols. - through surveys and feedback tools **Requirements**: - Bachelor’s degree in Business Administration, Customer Experience, or a related field (Master’s degree is an asset). - Minimum of 8-10 years of progressive experience in customer service or call center leadership. - At least 3-5 years in a national or multi-site leadership role, managing both direct reports and indirect teams. - Strong understanding of customer service systems (CRM, ticketing platforms, ERP) and metrics. - Demonstrated experience in process improvement, team development, and performance management. - Bilingualism (French and English) is strongly preferred as the person will be managin employees in both languages. - Excellent communication, problem-solving, and organizational skills. - Strong business acumen and the ability to align customer service initiatives with corporate strategy. - Willingness to travel occasionally within Canada. **Advantages**: - Group insurance coverage - Long Term Disability Insurance - Dental insurance - Medical and paramedical expenses insurance - Life insurance - Employee discount - Pension plan - Employee Assistance Program - Social activities - Travel insurance - Gifts of recognition of seniority - Talent referencing - Telemedecine - Employer's participatory RRSP - Mobile holidays - Possibility of advancement - Dynamic team **Note**: Possibility of hybrid telework ; Sani Marc believes that building relationships with clients based on partnership is essential. And it is by being part of the team that one realizes that the term "service," with us, truly takes on its full meaning; You will be eligible for the collective insurance program and the retirement plan; We offer you 13 paid holidays (5 more than the labor standards) and flexible days off; We care about the health of our employees; that's why we provide free fruits and coffee, in addition to reimbursing up to 50% of registration fees for physical activities; Our products literally save lives