Customer Experience Manager

Homewood Health Centre•Waterloo, ON

About The Position

The Customer Experience Manager is an integral part of a collaborative team focused on delivering seamless services and programs to clients and customers within our small business segment. This role contributes to an organization that is continuously evolving in pursuit of successful outcomes and service excellence.

Requirements

Bachelor’s degree in Business, Human Resources, Psychology, Social Work, or a related discipline, or an equivalent combination of education and experience
3–5 years of experience in strategic account management within a high volume, fast-paced, growing organization, preferably in wellness, mental health, or human resources
Demonstrates ability to coach and support staff and management to achieve performance goals
Excellent verbal, written, and active listening communication skills; bilingualism in French and English is considered an asset.
Strong customer service orientation, with proven negotiation and problem-solving capabilities
Proven ability to build and maintain strong professional relationships, including effectively communicating with senior leaders and executives.
Strong critical thinking and analytical skills, with the ability to develop creative, customer-focused solutions
Demonstrates business acumen, attention to detail, and the ability to collaborate effectively across departments
Excellent organizational, time management, and presentation skills, with the ability to manage multiple priorities in a fast-paced environment
Demonstrated accountability, sound decision-making, and a proactive approach to identifying service improvement opportunities
English language skills are required as this role supports, communicates and/or collaborates with both French and English speaking clients and/or colleagues nationally.

Nice To Haves

Previous people leadership experience preferred

Responsibilities

Oversees customer account activity within the assigned Customer Experience Team’s book of business while coaching Customer Experience Specialists in prioritizing, managing, and measuring success
Serves as the primary escalation point for customers and Customer Experience Specialists, acting as a liaison across internal departments to facilitate resolution and effective solutions
Supports new customer launches and implementations to ensure a seamless onboarding experience
Consults with customers on complex or non-standard requests to understand needs and develop tailored solutions; provides coaching and guidance to Customer Experience Specialists on the same approach
Conducts ongoing needs assessments to identify opportunities for service improvement and growth; mentors team members in applying these practices.
Collaborates with the NVP and internal teams to assess opportunities and challenges and recommends strategies for contract management, negotiations, and renewals
Fosters a positive, progressive, and productive work environment that promotes team engagement and performance
Provides direction, coaching, and guidance to team members to ensure departmental goals and daily activities are achieved
Identifies and implements process improvements in collaboration with cross-regional colleagues to enhance efficiency, productivity, and customer experience.
Partners with the NVP to provide insights and recommendations supporting performance management, including annual reviews and employee development