Customer Experience Manager

Placements24; Kimberley; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Salary incentives

Health benefits

Career development

Impactful role in Kimberley

Positive culture

Job summary

Placements24 is seeking a Customer Experience Manager to lead efforts in enhancing customer satisfaction and loyalty for their e-commerce business, operating from their Kimberley location.

You will define strategies that create exceptional customer journeys across all touchpoints, analyze feedback, and work cross-functionally to implement service improvements that drive repeat business.

Qualifications

• Proven experience as a Customer Experience Manager, preferably in e-commerce.
• Experience developing strategies that improve satisfaction and loyalty metrics.
• Strong understanding of CRM systems and feedback analysis techniques.

Responsibilities

• Develop and implement a comprehensive customer experience strategy focused on improving customer satisfaction, retention, and loyalty.
• Oversee customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Analyze customer feedback, survey data, and support metrics to identify trends and opportunities for service improvement.
• Collaborate with product, marketing, and sales teams to ensure a consistent and positive brand experience across all channels.
• Train and mentor customer-facing staff on best practices in customer service and experience management.

Skills

Customer experience management

CRM tools

Leadership

Customer advocacy

Tools

CRM software

Feedback tools

Job description

About the Role

Our client is seeking a passionate and customer-centric Customer Experience Manager to lead their efforts in enhancing customer satisfaction and loyalty for their e-commerce business, operating from their Kimberley location. This role is responsible for defining and implementing strategies that create exceptional customer journeys across all touchpoints, from pre-purchase inquiries to post-sale support. You will analyze customer feedback, identify areas for improvement, and work cross-functionally to implement service enhancements. This is a critical role for building lasting customer relationships and driving repeat business through superior service.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy focused on improving customer satisfaction, retention, and loyalty.
• Oversee customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Analyze customer feedback, survey data, and support metrics to identify trends and opportunities for service improvement.
• Collaborate with product, marketing, and sales teams to ensure a consistent and positive brand experience across all channels.
• Train and mentor customer-facing staff on best practices in customer service and experience management.

Requirements

• Proven experience as a Customer Experience Manager, Customer Service Manager, or similar role, preferably in e-commerce.
• Demonstrated success in developing and implementing customer experience strategies that improve satisfaction and loyalty metrics.
• Strong understanding of customer support tools, CRM systems, and feedback analysis techniques.
• Excellent communication, interpersonal, and leadership skills.
• A passion for understanding and advocating for the customer.

Benefits

• Competitive salary and potential for performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• A key role in shaping the customer journey for a growing brand in Kimberley .
• Positive and customer-focused work culture.