Customer Experience Manager

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

Job summary

A leading insurance company in Winnipeg is looking for a Customer Experience Manager to drive customer experience strategies and enhance satisfaction. The ideal candidate should have experience in customer service leadership, strong analytical and communication skills, and a customer-centric mindset. Competitive benefits and a remote work environment are offered.

Benefits

Health insurance

Retirement plans

Opportunities for professional growth

Supportive work environment

Qualifications

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

Responsibilities

• Develop and implement customer experience strategies aligned with company goals.
• Analyze feedback and data to identify improvement areas.
• Collaborate with marketing, sales, and product teams to ensure a cohesive journey.

Skills

Analytical skills

Communication skills

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 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.