Customer Experience Manager

American Income Life; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A dynamic insurance company located in Toronto, Canada is seeking a Customer Experience Manager to lead strategies that enhance customer interactions. The ideal candidate will have strong analytical skills and a commitment to exceptional service. Responsibilities include collaborating with teams, analyzing customer feedback, and mentoring staff. This role offers a competitive benefits package and opportunities for professional growth.

Benefits

Health insurance

Retirement plans

Opportunities for professional growth

Supportive work environment

Qualifications

• Proven experience in a customer experience or customer service leadership role.
• Ability to interpret data and make data-driven decisions.
• Experience in managing multiple projects and priorities in a fast-paced environment.

Responsibilities

• Develop and implement customer experience strategies aligned with company goals.
• Analyze customer feedback to enhance customer satisfaction.
• Collaborate with cross-functional teams for cohesive customer journey.
• Train and mentor customer-facing staff.
• Monitor key performance metrics for customer experience.

Skills

Customer-centric mindset

Strong analytical skills

Excellent communication skills

Proficiency in CRM software

Ability to manage multiple projects

Tools

CRM software

Customer service tools

Job description

About the job Customer Experience Manager

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 our Customer 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 our Customer 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.