Customer Experience Team Lead

Head Inc.; Quebec; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Social events

Paid day off on your birthday

Low-cost employee meals

Group insurance program

Employee and Family Assistance Program

Voluntary RRSP Program with Employer M

Job summary

Destination Owl’s Head is seeking a Customer Experience Team Lead to ensure exceptional service and drive sales during both summer and winter seasons. You will supervise scheduling, coordinate stays across departments, and lead a team to deliver memorable experiences for groups and guests.

Strong emphasis on customer service, initiative, and communication, with knowledge of the tourism or hospitality industry.

Qualifications

• Strong commitment to customer service
• Initiative and good judgment
• Effective Priority Management
• Ability to communicate and convey information effectively
• Knowledge of the tourism or hospitality industry

Responsibilities

• Ensure an exceptional customer experience by responding to requests, advising customers, and maximizing sales opportunities
• Handle group requests from quote to billing
• Coordinate the logistics of stays with the various departments (accommodations, dining, skiing, golf, rentals, etc.)
• Ensure the satisfaction of groups and guests throughout their experience
• Contribute to the improvement of work tools and procedures, and ensure their implementation
• Support the use and proper functioning of systems
• Provide supervision, manage schedules, and mobilize teams in the absence of managers

Skills

Customer service

Team leadership

Sales systems

Communication skills

Tools

CRM systems

Job description

Make a difference so that every customer has an exceptional experience!

Recognized as a leader in sustainable development and tourism in Canada, Destination Owl’s Head is an organization where people, the environment, and the community are at the heart of every decision.
Working with us means thriving in an environment that values commitment, employee well-being, and sustainable development.
Together, we are building a destination we are proud of – today and for future generations.

YOUR ROLE IS IMPORTANT

As a Customer Experience Team Lead, you’ll ensure that every customer has a pleasant experience by providing high-quality service. You’ll be at the heart of the action, summer and winter alike, and will adjust priorities as needed. With your positive attitude and passion for service, you’ll turn every interaction into a memorable moment.

PRINCIPAL RESPONSIBILITIES

• Ensure an exceptional customer experience by responding to requests, advising customers, and maximizing sales opportunities;
• Handle group requests from quote to billing;
• Coordinate the logistics of stays with the various departments (accommodations, dining, skiing, golf, rentals, etc.);
• Ensure the satisfaction of groups and guests throughout their experience;
• Contribute to the improvement of work tools and procedures, and ensure their implementation;
• Support the use and proper functioning of systems;
• Provide supervision, manage schedules, and mobilize teams in the absence of managers.

Equity, diversity and inclusion

At Owl’s Head, we believe that the diversity of our community is what makes our workplace truly unique. We foster an inclusive environment where everyone can thrive and fully contribute to our collective success. We openly welcome all applications, regardless of age, gender, ethnicity, identity, or personal situation.

• Demonstrate a strong commitment to customer service
• Demonstrate initiative and good judgment
• Effective Priority Management
• Ability to communicate and convey information effectively
• Expertise in Sales and Management Systems
• Knowledge of the tourism or hospitality industry

Conditions and perks

• Social events
• Paid day off on your birthday
• Low-cost employee meals
• Group insurance program
• Employee and Family Assistance Program
• Voluntary RRSP Program with Employer Matching