Manager Customer Excellence

Twilight; Bolton; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading design services company in Bolton, Ontario is seeking a Manager of Customer Excellence. This role involves leading project management teams, ensuring a high-quality client experience, and fostering innovation. Ideal candidates will have PMP certification and extensive project management experience. The role offers competitive pay between CA$80,000 and CA$100,000 per year in a collaborative and dynamic environment.

Benefits

Competitive salary

Group health benefits

Employee and family assistance programs

Engaging work environment

Qualifications

• Proven ability to manage people and projects effectively.
• Comfortable reporting on performance metrics and process consistency.
• Experience in forecasting, budgeting, and planning.

Responsibilities

• Manage projects ensuring quality and timeliness.
• Lead weekly project management meetings.
• Support team through training and monitoring.

Skills

Excellent communication skills

Time management

Organization skills

Leadership abilities

Project management tools proficiency

Education

PMP Certification

5+ years of project management experience

Tools

Microsoft Office Suite

Job description

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This range is provided by Twilight. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$80,000.00 / yr - CA$100,000.00 / yr

At Twilight, we combine unique artistry and technical know-how to create spectacular, awe-inspiring spaces for our clients. We are solution providers. Our goal is to make sure our partners have a space and experience they never imagined was possible.

For over 30 years, Twilight has been on the leading edge of research and development of new and innovative ways to bring your vision to life. Operating out of Bolton, Ontario, Twilight offers a dynamic and fun environment that inspires creativity. Our people are the backbone of everything we do and our most important resource. Signage is everywhere and so are the opportunities.

As the Manager of Customer Excellence, you’ll be part of our Leadership Team and play a key role in ensuring our clients have a seamless, high-quality experience from project launch to completion. You’ll lead our Project Management team, provide hands-on oversight of select projects, and drive consistency, communication, and accountability across every touchpoint.

Your responsibilities include the following and probably a few more :

1. Manage assigned projects, accepting accountability for overall quality, timeliness of deliverables and job cost.
2. Lead a weekly project management team meeting
3. Schedule regular one on ones with direct reports to ensure projects are on track
4. Identify project criteria through discussion with Sales Manager and clients.
5. Ensure that all project managers are utilized to their maximal capacity each week.
6. Ensure weekly status updates are sent to clients on a weekly basis
7. Ensure that all project managers are following a consistent process
8. Complete semi-annual performance reviews for all direct reports in a timely manner
9. Support staff through constant monitoring and training as necessary
10. Motivate the team and strive to innovate new ways of doing things to be more efficient and / or creative
11. Manage trouble shooting issues as necessary

Requirements

• PMP Certification
• 5+ years of project management experience, with leadership or supervisory responsibility
• Excellent communication, time management, and organization skills
• Proven ability to manage people, projects, and client expectations with confidence and clarity
• Comfortable reporting on performance metrics and process consistency
• Proficient with Microsoft Office Suite and project management tools
• Experience in forecasting, budgeting, and planning

Benefits

• Opportunity to make a big impact as a key member of the Leadership Team
• Supportive, hands-on culture where innovation and collaboration are celebrated
• Competitive salary
• Group health benefits
• Employee and family assistance programs
• Engaging, creative work environment

People who do well at Twilight are confident, accountable and motivated to learn and grow. We like team members who aren’t afraid to ask questions, are friendly and positive, and who approach everything with an “everything is possible” mindset.

We thank all applicants in advance for their interest, however only applicants selected to be interviewed, will be contacted.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Design Services

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