Customer Experience Manager

American Income Life; Hamilton; Remote; CAD 70,000 - 95,000; Full time

Job summary

A leading company in the financial services sector is looking for a Customer Experience Manager in Hamilton, Ontario. This role is vital in enhancing customer interactions through strategy development and cross-functional collaboration. Ideal candidates will demonstrate leadership in customer service, possess strong analytical abilities, and show a commitment to a customer-focused approach. Join a supportive environment that values innovation and growth.

Benefits

Health insurance

Retirement plans

Opportunities for professional growth

Collaborative work environment

Remote work environment

Qualifications

• Proven experience in a customer experience or service leadership role.
• Strong analytical skills to interpret data effectively.
• Ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Develop and implement customer experience strategies aligned with company goals.
• Analyze customer feedback to drive initiatives for enhancement.
• Monitor key performance metrics related to customer experience.

Skills

Analytical skills

Communication

Interpersonal skills

Project management

Customer-centric mindset

Tools

CRM software

Customer service tools

Job description

We are on the hunt for passionate individuals who crave excitement, innovation, and a workplace where every day feels like a new opportunity.

We are currently seeking a candidate as ourCustomer Experience Manager. The ideal candidate for this role would have a resilient personality, a positive attitude and a desire for career growth and advancement.

As ourCustomer Experience Manager,you will be the driving force behind our efforts to create, enhance, and maintain world-class customer experiences. You will work closely with cross-functional teams to ensure our customers' needs are met and exceeded at every touchpoint..

What you will get:

• Competitive reward and benefits package such as Health insurance, retirement plans, and other benefits
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• Remote work environment.
• The chance to make a meaningful impact on our customers and our business.

As our customer experience manager, you are required to:

• Develop and implement customer experience strategies that align with the company's goals and vision.
• Analyze customer feedback and data to identify areas for improvement and drive initiatives to enhance customer satisfaction.
• Collaborate with marketing, sales, and product teams to ensure a cohesive customer journey.
• Train and mentor customer-facing staff to deliver exceptional service and support.
• Monitor and report on key performance metrics related to customer experience.
• Address and resolve escalated customer issues with empathy and efficiency.
• Stay up-to-date with industry trends and best practices to continuously improve our customer experience.

Qualifications & Requirements:

• Proven experience in a customer experience or customer service leadership role.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in CRM software and customer service tools.
• A customer-centric mindset with a passion for delivering exceptional service.