Overview
Customer Experience Manager Jobs in Toronto – Ontario at CHEP
Title: Customer Experience Manager
Company: CHEP
Location: Toronto – Ontario
Category: Customer Service/HelpDesk, Management
Position
Purpose
The Manager, of Customer Experience will be responsible for managing and developing a team (5 direct reports+) that will handle both commercial and retail customers across Canada. This individual is accountable for executing against the strategic imperatives related to best-in-class customer experience. Ensuring all touch points specific to customer order execution, account health support, and service experience are achieved with the utmost consistency.
The successful leader will increase
customer satisfaction
and loyalty as measured through net promotor scoring (NPS) as well as our
employee engagement
surveys.
Accountable for the health and maintenance of our customer base in Canada this leader will ensure their teams are provided the tools, coaching, and support to become our customer most valued partner.
Scope Customer Scope:
Commercial Manufacturing & Retail Full customer experience and support from end to end Measures
Volume & Revenue Growth Value creation
Net Promotor Scores (NPS) – Customer Feedback Service Level Agreement (SLA) metrics
Experience5+ years’ experience/knowledge in retail and commercial landscape
Worked with financial measures and Key Performance Indicators.
Supply Chain Customer account relationship management experience
Continuous improvement
and six sigma
Leading in a matrix organization
People management and development.
Experience with
environmental social governance
Major/Key Account abilities Core
Responsibilities
Manages customer support and order execution associates for the assigned portfolio
Is the primary escalation point to respond to customer concerns.
Implements and enforces customer support standards that align with strategic objectives provided by the department leader.
Responsible for coordination of interdepartmental
collaboration
to ensure business continuity is maintained and understood by all associates.
Provide support to customers with face-to-face site visits as needed.
Track portfolio performance growth and hold the team accountable for achieving all volume and revenue targets.
Provide coaching/feedback and mentoring to team members.
Responsible for ensuring data integrity is maintained in CRM and the Sales Force system.
Collaborate with stakeholders to grow revenue within assigned territories.
Continuously monitor all KPI metrics that drive results and business continuity.
Create and implement work processes that enhance the organization and departmental service delivery.
Accountable for NPS
Customer Satisfaction
Survey Results (Data Pareto Analysis), conduct closed loop feedback sessions with customers and establish concise action plans to position detractors and passives into the promoter NPS category
Maintain a high level of
employee engagement
as measured on the Pulse Survey Be an active
change management
champion by understanding upstream and downstream business process’Manage change, celebrate success, foster an environment of creativity and forward thinking.
Hire and develop an effective team to meet internal and external business objectives regardless of hurdles and obstacles.
Conduct yearly and mi…
