Customer Experience Manager

Job Title:
      Customer Experience Manager

Reports to:
   Chief Customer and Gallery Officer

Schedule:
     Monday to Friday, 8:30 AM to 5:00 PM

Stone Tile International is looking for a Customer Experience Manager in the GTA to join our dynamic team

Celebrating over 30 years of innovation and excellence, Stone Tile International is North America's leading fashion house of natural and manufactured tiles, stone, and wood. With over 160 employees and showrooms in major cities such as Toronto, Montreal, Vancouver, and Calgary, we pride ourselves on being a top choice for architects, designers, and discerning homeowners. We are committed to redefining luxury spaces and are looking for passionate individuals to join our collaborative, high-performing team.

Who are you?

Do you find change exciting? Are you the type of person who thrives in organizations that are constantly adapting and evolving? Do you like being part of a team but can excel working autonomously? Do you love working with people and providing unparalleled customer service? If so, this may be the perfect job for you.

As Customer Experience Manager, you will play a pivotal role in delivering extraordinary, high-touch service that defines the Stone Tile experience. You will oversee and directly support the Customer Experience teams nationally, coaching, training, and elevating service standards to ensure that every order, interaction, and resolution reflects our commitment to excellence.

This role blends operational precision with human connection. You will champion consistency across every touchpoint empowering teams, guiding client communication, directly leading the customer experience department and indirectly supporting the Project Management (PM) team with the delivery of a White Glove Service Model that anticipates client needs before they arise.

Primary Responsibilities and Duties:

The
Customer Experience Manager will perform a wide range of duties assigned by the Chief Customer and Gallery Officer, including but not limited to the following:

Leadership & Team Oversight

•     Directly oversee the day-to-day performance and development of the Customer Experience (CX) teams across all locations.

•   Partner closely with Project Managers (PMs) to align on client communication standards, service expectations, and proactive escalation protocols.

•    Coach, train, and mentor CX representatives and PMs to embody the Stone Tile culture of precision, empathy, and accountability.

•    Lead regular team huddles, performance reviews, and service feedback sessions to drive engagement and excellence.

•  Foster a culture of shared ownership and collaboration between CX, Sales, Warehouse, and PM functions.

White Glove Service Program

•    Design, launch, and continuously refine Stone Tile's White Glove Service Model, a national standard of proactive, seamless, and anticipatory client care.

•   Develop service playbooks, scripts, SOPs, and training tools that define tone, service recovery, and communication consistency.

•   Collaborate with PMs to embed white glove principles into every project phase, from order confirmation to post-installation follow-up.

•   Lead "voice of the client" workshops to gather insights and translate them into measurable service improvements.

•    Establish SLAs (service-level agreements) for response time, order accuracy, and resolution excellence.

Client & Order Management

•    Oversee the full client journey: order entry, processing, shipping, and delivery follow-up.

•   Ensure orders are entered accurately, on time, and in accordance with service expectations.

•   Proactively monitor open orders, identify risks, and implement early intervention strategies.

•   Manage escalations and client communications with professionalism, empathy, and urgency.

• Partner with internal teams to ensure timely updates, transparent communication, and delivery excellence.

•    Partner with Manager, Claims and Resolutions to ensure we exceed expectations for every client.

Training & Development

•  Create and lead training programs for CX and PM teams focused on communication, problem-solving, and service recovery.

•   Develop onboarding tools and refreshers for new hires to ensure consistent knowledge and brand alignment.

•   Conduct role-play and scenario-based sessions to strengthen confidence in client dialogue and white glove execution.

•   Build a "CX Excellence Manual" to standardize language, tone, and expectations across all touchpoints.

Process & System Improvements

•   Partner with IT and operations to optimize ERP, CRM, and Helpdesk workflows for better transparency and client tracking.

•    Ensure accurate documentation across all client interactions and order histories.

•  Track, analyze, and report key CX performance metrics (order accuracy, response time, NPS, service satisfaction, etc.).

•  Identify recurring issues and lead cross-functional taskforces to address root causes and implement process improvements.

What type of experience and skills do you have?

• 5+ years' experience in Customer Service, Customer Experience, sales operations, or similar client-facing role ideally within luxury retail, design or supply chain industries.

·       Experience leading, mentoring, or developing a high-performing team.

·       Proven ability to build and deliver training programs.

·       Strong communicator with empathy, emotional intelligence, and problem-solving skills.

·       Familiarity with ERP/CRM systems and customer service tools.

·       A genuine passion for elevating service and creating meaningful client experiences.

What Success Looks Like

·       CX teams are consistent, confident, and empowered.

·       The White Glove Service Model becomes embedded in Stone Tile's culture and daily execution.

·       Clients experience a proactive, seamless, and human-centered journey.

·       PMs and CX work in lockstep — delivering precision and care from order to installation.

Why Join Stone Tile?

Stone Tile was founded with a strong vision for high-end quality and design across the stone and tile industry. Our approach has been to provide clients with the cutting-edge in interior fashion for their designs. For thirty years, we have led the industry in providing the newest and highest quality slabs and tiles for our clients. With the goal in mind to only serve our clients with industry's best product and services, likewise we strive to surround ourselves with the best talent to help us get there.

We believe this is possible in part due to our elite team of hand-picked employees whom we have sought to nurture and support in all their personal and professional growth. We believe well-being and success go hand-in-hand, and so we strive to set clear and achievable goals for everyone at the company.

Perks & Benefits:

We offer competitive perks and benefits packages for all our employees. We believe everyone deserves the stability they need in order to innovate at their highest capacity. Our packages include:

• Collaboration & Fun
  : inclusive and collaborative work style while creating fun and excitement in our work
• Comprehensive health benefits
• Competitive compensation

·       Flexible work schedules

• Rewards & recognition program
• Team bonding events
• Family care & support (parental leave)
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength

Stone Tile is an equal opportunity employer and welcomes applications from all interested parties. Accommodation for job applicants with disabilities are available on request. To request any accommodation, please specify in your application