Customer Experience Lead

Property Law Firm CB LLP•Calgary, AB

2d•Hybrid

About The Position

This role is for an individual who has a proven track record of managing client-facing teams and a proactive instinct for improving processes and systems. The Customer Experience Lead will be responsible for leading a team of 5 to 8 people focused on converting new client leads, routing inbound communications, and maintaining a high standard of client experience. The primary goal is to transition the team from a reactive, phone-dependent model to a repeatable, scalable function by building processes, documentation, measurement systems, and eventually tooling. This is not a traditional call center management role; the focus is on system building to reduce phone dependency, improve conversion rates, and enhance client interactions. The role also involves rebuilding the team, assessing current members, hiring new talent, and setting performance standards.

Requirements

Managed a client-facing team of 3+ people.
Demonstrated ability to build or improve processes and systems, not just maintain them.
Comfortable with high phone volume and able to model great client interactions.
Thinks about client experience in terms of systems and measurement.
Ability to learn a new business domain quickly (real estate transactions).
Comfortable making team composition decisions, including exiting individuals who are not a good fit.
Naturally evaluates tools and technology to solve problems.
Located in or willing to relocate to Calgary, AB or the Greater Toronto Area (Mississauga/Oakville).
Hybrid work arrangement with regular in-office presence.

Responsibilities

Lead a team of 5 to 8 people responsible for converting new client leads, routing inbound communications, and maintaining client experience standards.
Build and implement processes, documentation, measurement systems, and tooling to create a repeatable and scalable function.
Reduce phone dependency and improve conversion rates through system implementation.
Enhance every client interaction to ensure clients feel confident.
Rebuild the team by assessing current members, hiring new talent, and setting performance standards.
Learn the business from the inside out by taking calls and understanding team interactions.
Map the current operation, including lead qualification, routing decisions, and documentation.
Assess the team and make composition decisions.
Build a scoreboard for Client Care, defining KPIs, targets, and tracking methods.
Draft and implement a roadmap for process and tooling improvements.
Ensure KPIs such as conversion rate, response time, and client satisfaction improve through systems.
Document Standard Operating Procedures (SOPs) and implement workflows.
Systematize traffic control routing.
Develop and present reporting to leadership.