Job Title: Client Experience Manager

Location: Toronto

Job Type: Full Time

Job Summary:
We are seeking a highly skilled Client Experience leader to enhance our client interactions and drive improvements in our products and services. The ideal candidate will possess relevant expertise in a professional, sales, or technical area, with a strong focus on leveraging analytical skills and relationship management to influence key stakeholders. This role will involve analyzing, designing, and implementing changes to improve the client experience, ensuring our offerings align with client needs.

Key Responsibilities:

Analyze, design, and implement enhancements to 'points of interaction' between clients and the organization to improve overall client experience. Identify and communicate areas of improvement in client experience, translating feedback into actionable recommendations. Develop and implement systems for collecting, consolidating, and analyzing client interaction data to produce metrics, identifying both strengths and opportunities for improvement. Collaborate with business leaders and cross-functional teams as a client advocate, integrating client feedback and experience metrics into strategic decisions regarding processes, products, and service offerings. Engage directly with clients, conduct focus group meetings, and interact with website users to vet ideas and prototype solutions prior to implementation. Anticipate internal or external business issues, recommending process, product, or service improvements accordingly. Solve complex problems independently, using sophisticated analytical thought to develop innovative solutions with moderate impact on the business. Lead large projects or initiatives that affect the business strategy, contributing to the overall execution strategy and managing risks and complexities. Communicate complex ideas clearly and persuasively, influencing stakeholders internally across matrix areas and externally with clients and agencies.

Qualifications:

Bachelor’s degree (BA/BS) in a relevant field or equivalent experience. 5-7 years of relevant experience in client experience, project management, or a related discipline. In-depth expertise in a specialized discipline, with a working knowledge of other relevant fields. Strong analytical ability and problem-solving skills, with the capacity to develop innovative solutions. Proven ability to work independently with minimal guidance in complex situations, leading functional teams or projects. Exceptional communication skills, capable of conveying complex ideas and influencing a diverse array of stakeholders.

Skills:

Experience with Net Promotor Score (NPS) required Expertise in client experience optimization. Strong analytical and project management capabilities. Excellent relationship management and stakeholder engagement skills. Ability to navigate and influence a matrixed work environment.

 

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