Senior Manager, Customer Experience

Tayco; Halton Hills; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading manufacturing company located in Ontario is seeking a Senior Manager in Customer Experience to lead a dynamic team. The ideal candidate will have 5-8 years of experience, strong customer service skills, and the ability to oversee software implementations. Benefits include a flexible hybrid work schedule and growth opportunities. Submit your resume by September 24, 2025.

Benefits

Opportunities for growth

Flexible hybrid schedule

Social and recreational activities

Qualifications

• 5–8 years of experience leading and directing a team.
• Strong customer service and troubleshooting skills.
• Ability to oversee software solutions implementation.

Responsibilities

• Lead and coach the Customer Experience team.
• Oversee customer service process and performance metrics.
• Manage escalation of customer inquiries.

Skills

Customer service

Team leadership

Conflict resolution

Training

Adaptability

Communication

Education

Degree in business or related field

Tools

MS Word

Excel

Email proficiency

Job description

Overview

BRC is seeking an enthusiastic and detail-oriented Senior Manager, Customer Experience to join our growing Customer Experience Team at BRC. BRC is a highly efficient and flexible manufacturing facility located in Georgetown, ON specializing in case good production for furniture.

Responsibilities

• Lead and coach the CE Manager and Team Leads who are responsible for the Customer Experience, sign-off Drawings, Claims and Order Entry teams.
• Oversee the implementation and maintenance of all software solutions for Customer Experience, including the implementation of new software solutions.
• Assist with onboarding of new dealers and ISRs to ensure they are trained on products, processes, and solutions.
• Develop, maintain, and grow knowledge of BRC's products.
• Develop, maintain, and grow knowledge of BRC's processes; provide insights to improve and enhance.
• Coordinate bi-monthly events for all departments within the Customer Experience team to boost morale and teamwork.
• Establish and lead a high-performance team to meet and exceed customer satisfaction and win more project business.
• Drive individual accountability by leading by example and conducting regular 1:1 meetings with team members.
• Create, deliver, and analyze performance metrics for the team. Identify problem areas and take appropriate action.
• Provide coaching and training to all employees on the team. Manage poor performance and address issues in a timely manner.
• Create job breakdowns and launch TWI training for all new and existing team members.
• Handle customer service inquiries that may be escalated from Managers, priority dealers, and ISRs.
• Oversee and manage contracts, including government or state contracts within Canada and the USA.
• Participate in the Steering Committee for new product development and ensure feedback from the design team is addressed for product improvements and potential new products.
• Ensure appropriate resources and coverage of all areas.
• Other duties as assigned.

Requirements

BRC is seeking passionate candidates who possess the following experience and competencies:

• A degree in business, Project Management or related field.
• Strong demonstrated customer service and troubleshooting skills.
• 5 – 8 years of experience leading and directing a team.
• Ability to supervise employees, including organizing, prioritizing, scheduling work assignments, and measuring and reporting results.
• Ability to analyze and interpret client needs and offer appropriate options, solutions, and resolutions.
• Proven conflict resolution, negotiation, and objection handling skills.
• Ability to respond and adapt quickly in a dynamic and changing environment.
• Highly flexible, with solid interpersonal skills to work effectively in a diverse environment.
• Good training, coaching, and mentoring skills.
• Ability to build and maintain lasting relationships with corporate departments, key business partners, and customers.
• Ability to communicate effectively both verbally and in writing.
• Ability to coordinate and organize meetings, exhibits, and other events.
• Ability to learn new software quickly.
• Computer literate with MS Word, Excel and e-mail proficiency.
• Professional telephone manners.
• Attention to detail in all areas of work.

Working conditions

The working conditions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manual dexterity required to operate telephone, computer and peripherals.
• Interacts with employees, management and the public at large.
• Noise, due to ringing phones, is unavoidable.
• Overtime may be required.

Benefits

Why Work for BRC?

• Inspiring team committed to a diverse, inclusive, and safe workspace.
• Opportunities for growth and advancement.
• Various social and recreational activities.
• Flexible, hybrid schedule offering work from home and in-office options.

BRC is an incredible team delivering on the ultimate in Customer experience. Please submit your resume and cover letter by September 24, 2025. Due to a high volume of applications, only those candidates selected for interviews will be contacted. BRC is committed to equity and values diversity and welcomes applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons and persons of a visible minority. BRC may use AI-driven tools to streamline recruitment processes.