Customer Experience Leader - Marketing Team

Irving Oil; Concord (NH); On-site; USD 64,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

401k company matched up to 4%

Flexible benefits plan

Paid vacation

Wellness support

Volunteer opportunities

Donation matching

Job summary

Irving Oil is seeking a Marketing Team Leader to drive customer experience improvements and mentor our Customer Service Representatives. You will collaborate with multiple teams and leaders to ensure inquiries are resolved and service quality meets our standards.

The role emphasizes leadership, data-informed decision making, and delivering strategic Customer Service initiatives while maintaining a positive and professional approach with employees and customers.

Qualifications

• Excellent customer service and communication skills.
• Proficient with Microsoft Office applications (Excel, PowerPoint, Word, Outlook, Teams).
• Ability to multitask and manage priorities.
• Previous people leadership experience.
• 3–5 years of contact center experience is an asset.

Responsibilities

• Provide flexible leadership across front-line employees to senior leadership.
• Maintain a positive, empathetic, and professional attitude toward employees and customers.
• Convey urgency and drive issues to closure through planning and prioritization.
• Focus on productivity, employee satisfaction, and continuous improvement to meet business priorities.
• Lead meetings and communicate issues and resolutions to stakeholders.
• Own the customer experience and support data-driven decisions as needed.
• Assist with recruiting and onboarding of new Customer Service Representatives.

Skills

Excellent customer service

Effective communication

Rapport building

Decision making

Multi-tasking

Education

High school diploma or equivalent

Post-secondary education preferred

Tools

Excel

PowerPoint

Word

Outlook

Teams

Job description

As a Team Lead, Customer Service for our Irving Energy business, you will be responsible to help us continue to grow and own the customer experience. Your goal will be to provide leadership, develop and mentor our Customer Service Representatives to ensure we provide the quality service our customers have come to expect from Irving Oil. Your success will depend on your ability to enhance our customer experience and collaborate with various teams, leaders, managers and departments to ensure customer inquiries have been completed.

If you are interested in this exciting opportunity with Irving Oil, please apply by September 29, 2026.

What We Offer:

• Work Environment – Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
• Flexible Benefits Plan – In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days, and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - You chose when and where to make an impact through an annual paid volunteer day, company volunteer opportunities, and an annual donation matching program
  
  

Your Responsibilities

• Flexible approach in dealing with various audience from front line employees to senior leadership and a focused approach in leading our annual people development processes
• Maintain a positive, empathetic, and professional attitude towards employees and customers always
• Convey a sense of urgency and move issues to closure through effective planning and prioritizing of activities
• A focus on productivity, employee satisfaction, change and continuous improvement initiatives to achieve business priorities
• Ability to hold effective meetings and deliver strategic objectives
• Communicate issues and resolutions to appropriate stakeholders
• Take ownership for the customer experience while maintaining professionalism always
• Ability to understand data by way of metrics and support low level analytics as needed
• Support recruiting and onboarding, including training of new Customer Service Representatives as required
  
  

Your Skills

• Excellent customer service skills
• Proven ability in Microsoft applications including, Excel, PowerPoint, Word, Outlook, Teams
• Proven ability to multi-task
• Must possess effective communication skills with ability to quickly build rapport and maintain relationships
• Able to make decisions and support team members
  
  

Your Experience

• High school or equivalent education required; post-secondary education preferred
• Previous people leadership experience required
• 3-5 years contact center experience is an asset
  
  

The expected salary range for this position is $63,900 - $94,620. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements - Work Experience

Job Requirements - Education