Head of Customer Experience

📋 Description

• Lead, coach, and develop a high-performing Customer Experience team, setting clear expectations and
• Own service performance metrics, including response times, resolution rates, customer satisfaction
• Develop efficient workflows, standard operating procedures, and a centralized knowledge base to
• 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 and turn
• 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, comprising a base salary
• Remote work flexibility: The opportunity to work remotely, with location and employment
• Flexible working hours: Flexibility to organize work within the stated window of 8:00 a.m. to 7:00
• Paid vacation: 15 paid vacation days annually.
• Additional holidays: Gifted days off on Christmas Eve and New Year's Eve.
• Well-being support: Three paid well-being days per year.