North America Customer Experience Leader

SFC Energy Ltd.; Calgary; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Technology leadership

Customer-first culture

Growth opportunities

Training opportunities

Diverse team

Job summary

SFC Energy Ltd. is seeking a Customer Experience Manager – North America to lead the North America Customer Experience team across Canada and the United States.

You will oversee quotations, orders, and customer communications, driving service excellence and continuous improvement throughout the order lifecycle. The role requires a technical degree, 10+ years in customer experience or related roles, and 5–7 years of leadership in a manufacturing or technical environment.

Qualifications

• Technical Degree or Diploma in Business Administration, Engineering, Electronics, Instrumentation, or a related field.
• 10+ years of experience in Customer Experience, Customer Service, Inside Sales, or a similar role within a manufacturing or technical environment.
• 5–7 years of leadership or supervisory experience.
• Strong customer relationship management and communication skills.
• Excellent organizational and problem-solving abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience working with ERP and CRM systems; Salesforce experience is considered an asset.
• Ability to manage multiple priorities in a fast-paced, collaborative environment.

Responsibilities

• Lead and develop the Customer Experience team across North America.
• Oversee quotations, order processing, order tracking, and customer communications.
• Ensure a high level of customer satisfaction through responsive and professional service.
• Collaborate with Sales, Engineering, Operations, and Finance to ensure seamless order execution.
• Support the sales team with quotations, proposals, customer follow-ups, and administrative activities.
• Monitor team performance and customer satisfaction metrics while identifying opportunities for continuous improvement.
• Act as the primary point of contact for customer-related escalations and ensure timely resolution.
• Drive process improvements that enhance customer experience and operational efficiency.
• Foster a collaborative, customer-focused, and high-performance team culture.

Skills

Leadership

Customer experience

Communication

Multitasking

Education

Technical Degree or Diploma in Business Administration, Engineering, Electronics, Instrumentation

Tools

Microsoft Office Suite

ERP systems

CRM systems

Salesforce (asset)

Job description

SFC Energy Ltd. is seeking a Customer Experience Manager – North America to lead the North America Customer Experience team across Canada and the United States.

You will oversee quotations, orders, and customer communications, driving service excellence and continuous improvement throughout the order lifecycle. The role requires a technical degree, 10+ years in customer experience or related roles, and 5–7 years of leadership in a manufacturing or technical environment.