Senior Manager, Customer Experience (Guelph)

Overview Senior Manager, Customer Experience is a senior leadership role responsible for defining and driving the strategy, operations, and performance of the customer experience teams. This role provides vision and leadership across phone sales, order management, returns, and warranty operations, ensuring the highest standards of customer satisfaction while optimizing operational efficiency. This role serves as the ultimate escalation point for complex customer and operational issues, oversees cross-functional initiatives, and acts as a key advisor to senior leadership on customer experience strategy and performance. This role combines strategic vision with operational execution, ensuring that customer experience is a competitive advantage and a central element of the company’s growth. Duties - Lead, mentor, and develop our customer service employees, fostering a high-performance culture that prioritizes customer satisfaction and employee engagement. - Oversee online reputation by monitoring and responding to customer reviews on platforms such as Google, and others by investigating any reviews rated 3 stars or below, resolving issues and implementing process improvement to prevent recurrence. - Define and execute the strategic direction for all customer experience operations, aligning with organizational goals and driving continuous improvement initiatives. - Establish and monitor KPIs, SLAs, and operational metrics for all teams, ensuring accountability and performance optimization across channels. - Serve as the senior escalation point for complex customer issues, complaints, and operational challenges, ensuring timely resolution and preservation of customer relationships. - Oversee training and career development programs, ensuring teams are equipped with the knowledge, skills, and tools to deliver exceptional service. - Analyze customer feedback, returns, warranty claims, and operational data to identify trends and proactively implement solutions. - Drive cross-functional projects including system upgrades, process redesigns, and identify areas that need improvement - Represent the customer experience function in discussions, providing insights, recommendations, and updates on team performance and strategic initiatives. - Ensure operational consistency, process compliance, and adherence to company policies while promoting innovation and continuous improvement. Skills - 7+ years of progressive experience in customer service leadership, with at least 3 years in a management or leadership role. - Previous experience within an eCommerce or omni-channel retail environment is considered an asset - Proven track record of leading high-performing teams in a call center, distribution, retail, or multi-channel environment. - Strong strategic and operational mindset with the ability to design and implement scalable processes. - Exceptional leadership, coaching, and people development skills. - Advanced problem-solving, conflict resolution, and decision-making capabilities. - Knowledge in Shopify, CRM systems, inventory/order management, and call center technologies. - Strong analytical skills, with the ability to leverage data to drive strategic decisions. .Additional Information: - This role may require some travel - The role is based out of Guelph, Ontario and may be eligible for our Hybrid Work Policy Pay: $75,000.00-$87,000.00 per year Benefits: - Casual dress - On-site parking Work Location: Hybrid remote in Guelph, ON Apply on Kit Job: kitjob.ca/job/2o4ii9