Customer Experience Manager

Find Your Limitless with Reliance

By joining Reliance as a Manager, Customer Experience you'll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you're ready to find your limitless – join us

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Oversee the customer journey across multiple lines of businesses/departments (Sales, Service, Contact Centres, A/R), ensuring consistency in service delivery and customer interactions.
• Promote a service-first culture aligned with the values of reliability, trust, and professionalism the home services industry demands.
• Manage daily NPS and customer satisfaction survey processes using Qualtrics.
• Monitor trends in customer feedback to identify operational gaps, technician performance issues, and service opportunities.
• Develop actionable insights from data and present monthly reports and recommendations to the executive leadership team.
• Oversee Google reviews and reputation management to protect and enhance the company's online presence and local search rankings.
• Manage and optimize Podium workflows to improve customer follow-up, review requests, and real-time engagement.
• Implement service recovery strategies and escalation processes for negative feedback.
• Design and deliver corporate training programs for newly hired team members, field technicians, and management to improve customer engagement, empathy, and communication skills.
• Train operational teams on customer touchpoints, feedback loops, and best practices for delivering an exceptional in-home service experience.
• Develop service scripts, follow-up processes, and service recovery guidelines.
• Lead and mentor a team of customer experience analysts dedicated to service quality and customer engagement.
• Partner with operations, central service teams, sales and marketing teams to improve customer journey touchpoints and drive continuous improvement.
• Lead change management initiatives to streamline processes, increase customer retention, and improve first-time resolution rates.
• Drive strategic projects related to new service offerings, customer loyalty programs, and brand reputation growth.
• Present monthly performance reports, customer sentiment trends, and strategic recommendations to the Executive Leadership Team.
• Provide data-backed insights to support growth strategies, service area expansion, and customer retention initiatives.

What do you bring?

• Bachelor's degree in business, Marketing, Communications, or related field preferred.
• Experience within home services, telecom or related industries an asset.
• Proficiency in Qualtrics, Podium, and Google review management tools.
• Strong analytical capability with experience turning survey data into actionable strategies.
• Proven experience leading teams, collaborating across function and driving organizational change.
• Excellent communication, presentation, and stakeholder engagement skills.

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

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Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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