Head of Customer Experience

📋 Description

• Lead, coach, and develop a high-performing Customer Experience team
• Own service performance metrics, including response times, resolution rates, customer satisfaction
• Develop efficient workflows, standard operating procedures, and a centralized knowledge base
• Improve accessibility and responsiveness across communication channels, including email, phone
• Identify opportunities to improve operational efficiency through customer service technology
• Own the customer feedback ecosystem, including surveys, reviews, satisfaction tracking, and online

🎯 Requirements

• At least three years of experience in customer experience, customer retention, loyalty, customer
• Previous experience managing, leading, or coaching a customer-facing team
• Demonstrated experience developing and implementing customer retention initiatives, loyalty
• Strong analytical skills, with the ability to interpret customer data and feedback
• Experience working with CRM systems, customer service platforms, and customer data
• Proven ability to identify and develop revenue opportunities through customer service, customer

🎁 Benefits

• Competitive compensation: Total on-target earnings of CAD 80,500–92,000
• Remote work flexibility
• Flexible working hours
• 15 paid vacation days annually
• Gifted days off on Christmas Eve and New Year's Eve
• Three paid well-being days per year