Customer Experience & Quality Manager

Kitco Metals Inc.•Montreal, QC

52d

About The Position

This is a two-year contract position. From day one, you’ll take ownership of improving the moments that matter most in our customer journey. You’ll turn feedback into action, identify friction across digital and service channels, and strengthen the clarity and consistency of how we communicate with customers. You’ll build listening loops that surface real-time insights and translate them into structured improvements that elevate trust and long-term retention. If you’re someone who brings order to ambiguity, spots messaging gaps quickly, and knows how to use data and technology to improve customer outcomes, this role will give you meaningful impact.

Requirements

7+ years of progressive experience in Customer Experience, Service Operations, or Experience Performance roles, with a demonstrated track record of driving measurable improvement.
2+ years of experience leading and developing performance-focused teams.
Proven success improving NPS, Customer Effort Score (CES), QA performance, online review sentiment, or related experience metrics.
Strong communication judgment, with experience reviewing and refining customer-facing messaging across digital and service channels.
Demonstrated ability to translate customer feedback and operational data into structured, prioritized improvement initiatives.
Experience identifying friction in customer journeys and leading cross-functional improvements.
Strong root cause analysis capability and comfort working with experience performance data.
Confident presenting insights and recommendations to senior leadership.

Nice To Haves

Experience with customer feedback platforms such as Qualtrics or similar survey/review systems.
Experience working within Microsoft Dynamics or another CRM platform.
Experience improving online reputation and review performance.
Experience in financial services or other regulated industries.
Bilingual in English and French.