Customer Experience Manager

Sym-Tech Dealer Services; Richmond Hill; On-site; CAD 80,000 - 120,000; Full time

Job summary

Sym-Tech Dealer Services is seeking a dedicated Customer Experience Manager to enhance client interactions and drive improvements within their growing team. This role aims to foster a customer-centric culture, lead operations, and develop strategies that significantly elevate customer satisfaction. Ideal candidates will possess extensive customer service experience and strong leadership qualities.

Benefits

On-going industry training programs

Strong promoter of women in the automotive industry

Opportunities for professional development

Fun, fast-paced culture

Qualifications

• Minimum of 10 years in Customer Service with 5 years in a managerial role.
• Exceptional written and verbal communication skills.
• Experience managing high-volume customer interactions.

Responsibilities

• Lead and manage daily operations of the Customer Experience Team.
• Develop and implement strategies to enhance the customer journey.
• Monitor team performance and align with organizational goals.

Skills

Customer Service Management

Problem Solving

Communication

Leadership

Conflict Resolution

Education

Customer Experience Management Certification

Job description

Direct message the job poster from Sym-Tech Dealer Services

Celebrating 53 years of growth, Sym-Tech is a leading finance and insurance provider to the retail automotive industry. At-Sym-Tech we are looking for Associates who share our passion for innovation, creativity and results! We are passionate about delivering excellent client service, and an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly and that means endless ways to make a real difference! We are currently recruiting a Customer Experience Manager to join our headquarters located in Thornhill, ON.

A career with us offers:

• A fun, fast paced culture
• Opportunities to grow and develop your career
• On-going industry training programs and professional development opportunities
• A workplace that supports workplace diversity, equity and inclusion
• A strong promoter of women in the automotive industry
• The chance to work with some of the best in the business!

Position Summary:

As the Customer Experience Manager, you will lead the day-to-day operations of the Customer Experience Team, ensuring exceptional service and seamless interactions for both customers and clients across all touchpoints. Reporting to the Director of CX Operations, your role will involve analyzing feedback, developing and executing strategies to enhance satisfaction, and championing a customer-centric culture throughout the department and organization. Your leadership will drive continuous improvements, helping to elevate the overall customer experience and reinforce our commitment to delivering outstanding service.

We are looking for a results-oriented leader with a strong passion for delivering exceptional customer experiences. The ideal candidate will excel in managing escalations, mentoring and developing a high-performing team, and implementing customer-centric strategies that foster loyalty and drive business growth.

Position Functions:

• Lead and manage the daily operations of the Customer Experience Team.
• Monitor and analyze team performance, ensuring alignment with departmental and organizational goals.
• Assess Customer and Client feedback to identify trends and areas for improvement.
• Develop and implement strategies to enhance the customer journey and satisfaction.
• Establish and standardize scalable best practices for consistent customer service delivery.
• Collaborate with cross-functional teams to ensure alignment with business objectives.
• Recruit, onboard, and develop Customer Experience Specialists.
• Mentor team members, providing constructive feedback to support professional growth.
• Implement and refine customer interaction strategies across multiple channels.
• Analyze workflows and productivity data to identify inefficiencies and opportunities.
• Establish customer service standards and foster strong Customer and Client relations.
• Train and empower team members to prioritize customer-centric approaches.
• Monitor KPIs and ensure compliance with Service Level Agreements (SLAs).

Minimum Qualifications:

• A minimum of 10 years of experience in Customer Service with 5 years in a managerial role.
• Certifications in customer experience management (a plus).
• Proficient in analyzing systems, processes, and product changes.
• Exceptional written and verbal communication skills
• Strong problem-solving and decision-making skills
• Proven leadership and conflict resolution skills.
• Experience managing high-volume phone and email queues.
• Ability to thrive in a fast-paced setting with a commitment to excellence.

Join Sym-Tech and be part of our mission to redefine the customer experience!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and Training

• Industries

  Motor Vehicle Manufacturing, Financial Services, and Insurance

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