Client Experience Manager

Industrial Safety Trainers Inc.; Barrie; On-site; CAD 60,000 - 80,000; Full time

Job summary

A safety training provider in Barrie is looking for a Client Experience Manager to drive customer satisfaction and business growth. You will manage customer service and sales activities, ensuring clients are well-informed about training opportunities. The ideal candidate thrives in a dynamic environment and excels in building trust with clients. Responsibilities include developing client care strategies, collaborating with clients for satisfaction, and maintaining communication about training programs.

Responsibilities

• Develop and implement client care strategies to establish the company as the preferred choice for clients.
• Collaborate with clients to ensure satisfaction and offer additional services.
• Manage communications about available training programs.
• Leverage customer feedback to continuously improve the customer experience.
• Stay updated with industry trends and best practices.
• Maintain a warm and welcoming environment prioritizing client well-being.

Job description

Barrie | Sales and Growth Team | Full Time

Overview

The Client Experience Manager is pivotal in driving customer satisfaction and business growth. This role requires high motivation, adaptability, and an entrepreneurial spirit. You will manage customer service and sales activities, ensuring clients are well-informed about training opportunities and their satisfaction is guaranteed. The successful candidate will thrive in a dynamic environment, excel in building trust, and deliver exceptional value to customers.

Success In The Role

• Customer Satisfaction Rate: Maintain a 90% satisfaction rate.
• Lead Conversion: Achieve a 20% conversion rate of leads to clients.
• Response Time: Respond to all inquiries within 24 hours.
• Recertification Compliance: Ensure 95% of clients complete necessary recertifications on time.
• Customer Retention: Maintain a client retention rate of 85%.

Key Responsibilities

• Customer Care and Satisfaction:
  • Develop and implement client care strategies to establish the company as the preferred choice for clients, ensuring that our brand evokes trust and integrity.
  • Collaborate with clients to ensure satisfaction and offer additional services, fostering a culture of accountability and transparency.
  • Manage communications about available training programs, including recertifications, public training, and special events.
  • Leverage customer feedback to continuously improve the customer experience, demonstrating a commitment to excellence and proactive problem solving.
  • Stay updated with industry trends and best practices.
  • Maintain a warm and welcoming environment that prioritizes client well-being and safety.
• Sales and Business Development:
  • Steward sales strategies that include ambitious targets and tangible goals.
  • Identify prospects through personalized emails, cold calls, and social selling.
  • Build and maintain a database of business leads.
  • Seek new opportunities through thorough market research and stay updated with industry trends and best practices.