Customer Experience Manager

American Income Life; Toronto; Remote; CAD 60,000 - 90,000; Full time

Job summary

A leading company in the insurance sector is seeking a Customer Experience Manager to drive initiatives that enhance customer satisfaction. This role involves collaborating with various teams to ensure top-notch service across all customer interactions. The ideal candidate will have proven leadership experience in customer service and a passion for delivering exceptional experiences.

Benefits

Competitive reward and benefits package

Opportunities for professional growth and development

Supportive and collaborative work environment

Remote work environment

Chance to make a meaningful impact

Qualifications

• Experience in a customer experience or customer service leadership role.
• Strong analytical skills with the ability to interpret data.
• Excellent communication and interpersonal skills.

Responsibilities

• Develop and implement customer experience strategies aligned with company goals.
• Analyze customer feedback to enhance satisfaction.
• Train and mentor customer-facing staff.

Skills

Analytical skills

Communication

Interpersonal skills

Customer-centric mindset

Education

Experience in customer experience or service leadership

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 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.