Director, Customer Experience

Homewood Health Centre•Guelph, ON

About The Position

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning. As a Director Customer Experience you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here!

Requirements

A degree in Marketing, Business Administration, HR, or a related field
Minimum 5 years of experience in account management within a B2B environment, including at least 2 years in a leadership or supervisory capacity
Demonstrated success leading, coaching, and developing high-performing teams
Strong track record of managing client relationships, with the ability to drive customer satisfaction, retention, and revenue growth
Proven ability to analyze data, identify trends, and leverage insights to inform business decisions and strategies
Exceptional communication and presentation skills, with the ability to influence and build relationships at all levels
Solid business acumen, with experience in consultative selling and identifying growth opportunities within existing accounts
Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced environment
Proficiency with CRM platforms (e.g., Salesforce) and Microsoft Office tools

Responsibilities

Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction
Oversees client accounts to ensure successful program execution, contract compliance, and service excellence
Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner
Drives customer retention, contract renewals, and revenue growth across an assigned portfolio
Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business
Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences
Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders
Develops and implements best practices, tools, and processes to optimize account management and customer outcomes
Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team
Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning