Directeur, Expérience Clients

CENTREDMVET•Montreal, QC

21h

About The Position

This strategic and operational role focuses on optimizing the customer experience across all reference center sites. The position is responsible for the quality of customer interactions across phone, online, and in-person channels, ensuring a consistent, human, and efficient experience at every touchpoint. Leading the customer experience team, which handles on-site customer reception and online/phone inquiries, the role involves implementing best practices, deploying effective tools, and continuously improving processes. It also contributes to optimizing billing practices and the sound financial management of customer experience activities. This role is central to the customer experience and the performance of reference centers, directly impacting satisfaction, loyalty, and operational efficiency while structuring and evolving practices across the network. It combines a strong strategic component (defining standards and transformation) with direct operational involvement in team and process management.

Requirements

Bachelor's degree in management, business administration, or a related field.
5 to 10 years of experience.
Spoken and written French (spoken English is an asset).
Significant experience in customer experience management or customer service.
Experience in managing multidisciplinary teams, ideally multi-site.
Excellent understanding of service operations (telephony, reception, online service).
Strong financial management skills, particularly in billing and revenue tracking.
Leadership and influencing skills.
Excellent communication and problem-solving abilities.
Organizational skills, rigor, and ability to manage multiple priorities.
Customer-oriented approach, results-driven, and focused on continuous improvement.

Nice To Haves

Experience in implementing systems, tools, or processes.

Responsibilities

Define, deploy, and evolve customer experience standards for all teams.
Establish business processes, protocols, and best practices to guide customer relations for all reference centers.
Map and optimize customer journeys to identify pain points and improvement opportunities.
Ensure a consistent and high-quality customer experience across all touchpoints (in-person, phone, email, online, and other communication platforms).
Implement Key Performance Indicators (KPIs) and monitor customer satisfaction.
Manage sensitive situations or complex complaints and propose appropriate solutions.
Promote a customer-centric culture among the teams.
Supervise the centralized customer contact center team at the Lachine center.
Ensure service delivery in support of reference centers regarding customer relations.
Optimize business processes related to customer relations and operations.
Ensure adherence to workforce management and scheduling to provide optimal coverage according to business needs.
Develop practices and tools that enhance service efficiency and quality.
Ensure fluid communication between operations teams and customer experience teams.
Optimize billing and collection processes to ensure their efficiency, compliance, and rigorous adoption by all teams.
Implement and improve customer account management practices.
Analyze financial indicators related to customer experience (revenue, payment delays, billing errors).
Identify improvement opportunities and recommend solutions.
Train and support teams on best billing practices and customer communication.
Identify, implement, and optimize technological tools supporting customer experience (CRM, telephony, appointment scheduling, etc.).
Lead process and system improvement projects.
Standardize practices across different sites.
Ensure training and adoption of tools by teams.
Contribute to innovation and the evolution of organizational practices.
Define and evolve the technological ecosystem supporting customer experience (telephony, contact center, appointment scheduling tools, system integration).
Actively participate in the initiation of business projects related to the sector.
Manage and complete technology deployment and change projects within the team.
Ensure change management within the teams.
Supervise, mobilize, and develop customer service teams.
Manage performance, coaching, and skills development.
Foster a positive, collaborative, and customer-oriented work environment.
Implement practices that promote employee engagement and retention.
Perform any other related tasks.