Senior Manager, Customer Experience

Swim Recruiting; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Job summary

An established industry player in Vancouver is seeking a Senior Manager for Customer Experience. This role involves leading a dedicated team, optimizing customer service systems, and collaborating with various departments to enhance customer satisfaction. The ideal candidate will have extensive experience in customer service management and a passion for delivering exceptional service. Join a vibrant, dog-friendly workplace that values creativity and collaboration, and help shape the future of customer experience in a beloved retail brand.

Benefits

Paid Vacation

Health Benefits

Product Discounts

Dog-Friendly Workplace

Qualifications

• 7+ years in senior supervisory roles in customer service.
• Experience working with C-suite executives preferred.

Responsibilities

• Lead a customer experience team of 4-6 members.
• Set departmental goals and analyze customer service KPIs.

Skills

Customer Experience Management

Team Leadership

Change Management

KPI Analysis

Education

Bachelor's Degree

Relevant Certifications

Tools

Customer Service Systems

CRM Software

Job description

Downtown Vancouver, British Columbia, Canada

Posted onApril 24, 2025

Well-rounded customer service leadership role with a stable and well-established company headquartered in Vancouver. This companys brand and products are loved by many across Canada and the US! Read Full Description

Well-rounded customer service leadership role with a stable and well-established company headquartered in Vancouver. This companys brand and products are loved by many across Canada and the US!

Who- the Company:

This retail company is one of Canada’s most beloved brands in their sector and they have hundreds of thousands of happy and loyal customers. The company provides employees with a great place to work and a culture that encourages collaboration, creativity, respect, and honesty. The company has undergone positive changes as of late, including a reinvigoration of their brand and a new website. They have built a culture that celebrates wins and takes pride in providing customers with high quality products and first class customer experience.

What- the Role:

Our client hiring for a new Senior Manager, Customer Experience. Leading a customer experience team of four to six (4-6) and reporting into a C-suite Executive. This role involves a diverse scope of responsibilities including setting departmental goals, analyzing existing customer service KPIs and putting in place new KPIs, ongoing optimization of customer service systems and tools, resolving unique or escalated issues, providing training and onboarding, etc. The Senior Manager will collaborate closely with leaders of other departments including sales, marketing, product, distribution & supply chain, and finance. Ideally candidates will have experience with both D2C and B2B customer service in a retail setting (ecommerce and/or brick & mortar, direct manufacturing or 3rd party distribution). Swim Recruiting will provide interested candidates with a full job description.

Who- the Candidate:

We are seeking a well-rounded customer service professional with at least 7 years in senior supervisory/people management capacities in customer service. Experience reporting into a C-suite Executive and/or President and/or Company Founder is preferred. Experience in an entrepreneurial owner-operated company is very beneficial.
We are looking for people with fantastic customer experience skills who can lead by example. The new Senior Manager will inspire their team to join them in seeing an exciting and even more successful vision for the company’s future and figuring out together how top-notch customer service is going to help the organization get there!

Where:

Headquartered in Vancouver. Full time in office. The office is busy and upbeat, with employees working in corporate functions and production functions. The new Customer Experience Manager must love animals as the company has a dog-friendly work environment! Bringing your furry companion to work with you every day is encouraged.

How Much:

Base salary commensurate with customer experience management experience, skills, and education- in the range of $90,000 to $120,000. For the high end of the range candidates will be highly qualified for the role and able to demonstrate their ability lead change management, spearhead positive transformation within team culture and operations, and improve a customer experience function for the long-term. Plus paid vacation, health benefits, and product discounts. Please discuss your total compensation expectations in further detail with Swim Recruiting.

When & How to Apply:

If you are qualified for, and interested in, this great senior management customer experience opportunity with a beloved Vancouver company, please let Swim Recruiting know as soon as possible as this search is moving quickly! If you already have a Recruiter at SWIM, please reach out directly. If you do not yet have a contact at Swim Recruiting, please hit ‘APPLY’ and send us your resume (preferably in Word format as it works best with our internal systems, but PDF is also fine).

Apply for position: Senior Manager, Customer Experience