Manager, Customer Experience

Global Industrial Company; Richmond Hill; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead initiatives that enhance customer engagement and satisfaction. This role involves collaborating with senior management to develop a comprehensive customer experience strategy, analyzing customer feedback, and driving operational excellence. The ideal candidate will have a strong background in customer service management, with the ability to lead cross-functional teams and implement continuous improvement processes. Join a forward-thinking company that values innovation and teamwork, and make a significant impact on customer satisfaction and loyalty.

Qualifications

• 5+ years as a Customer Service or Contact Center Manager with large teams.
• Bachelor’s degree in Business or related field preferred.

Responsibilities

• Develop and execute a comprehensive customer experience strategy.
• Analyze customer feedback data to identify trends and improvements.
• Oversee customer service operations across multiple channels.

Skills

Leadership

Customer Service Technologies

Analytical Skills

Communication Skills

Conflict Resolution

Organizational Skills

Time Management

Education

Bachelor’s degree in Business

LEAN Six Sigma certification

Tools

CRM

Workforce Management Tools

Power BI

Excel

Contact Ticketing Systems

Social Media Platforms

VoIP Telephony

Job description

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Customer Experience Strategy & Leadership

• Collaborate with senior management to develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Act as a customer advocate, driving cross-functional initiatives that enhance customer engagement and satisfaction.
• Identify and implement continuous improvement processes to create a world-class customer experience.
• Lead cross-functional collaboration with Sales, Marketing, Product Management, Supply Chain, and IT to align customer experience initiatives across departments.

Customer Feedback & Data Analytics

• Analyze Voice of the Customer (VoC) data, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, to identify trends and areas for improvement.
• Oversee quality assurance and training programs, ensuring frontline teams consistently deliver high service levels.
• Monitor customer touchpoints and identify improvement opportunities through data-driven insights.

Operational Excellence & Performance Management

• Establish departmental KPIs and performance standards to track service quality and operational efficiency.
• Oversee customer service operations across phone, email, chat, and social media to ensure consistent, high-quality interactions.
• Implement workforce management and scheduling strategies to optimize staffing levels based on customer demand.
• Develop a high-performance team through coaching, mentoring, and professional development initiatives.
• Serve as the escalation point for complex customer issues, ensuring prompt and professional resolution.
• Approve refunds, cancellations, and exceptions beyond the threshold set for supervisors.

Competencies and Skills

Experience & Education

• 5+ years of experience as a Customer Service or Contact Center Manager in an environment with 14+ associates, including remote or multi-location teams.
• Bachelor’s degree in Business, Customer Experience, or a related field (preferred).
• LEAN Six Sigma certification or equivalent practical experience in process optimization.

Skills & Attributes

• Strong leadership with expertise in team development and driving cultural transformation.
• Proficiency in customer service technologies, including CRM, workforce management tools, Power BI, Excel, contact ticketing systems, social media platforms, and VoIP telephony.
• Highly analytical, leveraging data to uncover trends, explain recurring issues, and measure performance.
• Excellent communication skills, with the ability to present insights and recommendations at the executive level.
• Conflict resolution and negotiation expertise, ensuring customer satisfaction while balancing business objectives.
• High attention to detail, with exceptional organizational and time management skills.
• Ability to thrive in a fast-paced, multi-channel environment, balancing multiple priorities effectively.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.