Client Experience Manager – Building Materials

Summit Search Group; Calgary; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading company in high-end building materials seeks a Client Experience Manager in Calgary. The role involves overseeing project management performance, coaching staff, and ensuring high standards in all operations. Candidates should have extensive experience in project management and team leadership, along with skills in conflict resolution and process improvement.

Benefits

Annual bonus

Great benefit program

RSPs

Tremendous growth opportunity

Qualifications

• 5+ years in a project management role.
• 2+ years leading a team.
• Experience with production planning and continuous-improvement tools.

Responsibilities

• Recruit, onboard, and train coordinators.
• Handle complex customer issues and negotiate solutions.
• Monitor performance and enforce SOP compliance.

Skills

Project Management

Team Leadership

Conflict Management

Process Improvement

Education

Post Secondary Education

Job description

Client Experience Manager – Building Materials

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Client Experience Manager – Building Materials

Our client, an industry leader in high-end building materials, is looking for a Client Experience Manager to join their growing team in Calgary. This individual will own the end-to-end performance of the Project Management team, ensuring every project is completed with consistency and maintains the highest level of standards that this company is recognized for.

Responsibilities:

• Recruit, onboard, and train coordinators against clear SOPs.
• Coach through regular one-on-ones, provide real-time feedback, and craft individual development plans.
• Manage performance, compensation, recognition, and—when required—progressive discipline.
• Serve as a working manager—personally handling order entries, customer updates, service bookings, and document filing whenever volumes spike or a coordinator is absent.
• Conduct daily Gemba walks and file reviews to verify data accuracy and procedural adherence.
• Lead root-cause analysis and corrective actions when deviations occur.
• Intervene on complex or sensitive customer issues, negotiating mutually beneficial solutions.
• Mediate disputes between coordinators and internal teams (Manufacturing, Shipping, Planning, Sales, Service).
• Model calm, solutions-oriented dialogue and train staff in effective conflict-management techniques.
• Map existing workflows, identify waste, and implement proper countermeasures.
• Partner with IT to enhance ERP/CRM functionality and data integrity.
• Author and update SOPs, checklists, and knowledge articles; ensure change-management compliance.
• Attend weekly meetings to address customer issues, synchronize demand, capacity, and materials.
• Develop and track Team Engagement Score and KPIs

Requirements:

• 5+ years in a project management role accompanied with 2+ years leading a team.
• Post Secondary education is preferred.
• Working knowledge of production planning, logistics, and continuous-improvement tools.
• Demonstrated success enforcing SOP compliance and driving KPI improvements.
• Proven track record mediating high-stakes customer and cross-functional conflicts.
• Experience managing performance reviews, compensation, and disciplinary actions.

Remuneration:

Remuneration for this role consists of a strong base salary, an annual bonus, a great benefit program, RSP’s, tremendous growth opportunity!

For a confidential discussion about this opportunity, please reach out to Jennifer Maier at [e-mail].

Summit Search Group has a strong commitment to Diversity, Equality and Inclusion. We strive for continuous development, modeling, inclusive behaviors and proactively managing bias throughout our process.