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Manager, Customer Experience

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BCJobs       |    Location:Vancouver       |    Country:Canada

Just HR  is conducting a search for a  Manager, Customer Experience  for our Vancouver-based client. This exciting position is a highly collaborative role responsible for delivering a consistent, efficient, and positive end-to-end customer journey. The ideal candidate is passionate about customer service, process efficiency, and continuous improvement. This role oversees three core customer touchpoints: 1. Customer Contact Centre (CCC)—handles all retail and third-party customer requests.

2. Customer Care—manages escalated concerns and regulatory-related issues. 3. In-Journey Experience—ensures that customer-facing policies and procedures deliver a consistent and high-quality experience.

Working closely with cross-functional leadership teams, the Manager, Customer Experience helps shape and implement strategies to improve the customer experience across all channels. Our client is a dynamic, private equity-owned organization in the transportation sector. The company operates on a hybrid model with three days a week in the office based in Richmond, with plans to relocate all functions to downtown Vancouver later in 2025. Responsibilities: Customer Contact Centre Oversee day-to-day operations of the CCC, including support for third-party and direct customer inquiries.

Ensure efficiency in booking and service request processes; provide staff with tools and training for optimal performance. Utilize technology to improve workflows and enhance customer interaction quality. Manage workforce scheduling to support demand during peak periods. Provide leadership and coaching to team members; set targets, monitor performance, and support career development.

Oversee staff-related travel administration where applicable. Customer Care Lead the team handling escalated customer concerns and service-related issues. Ensure timely and professional resolution of issues such as service disruptions, complaints, or policy matters. Monitor the quality of customer interactions to maintain service excellence.

Analyze customer feedback and reports, translating insights into improvements or recommendations for policy and process changes. Customer Journey and Experience Strategy Collaborate with leadership to streamline the customer journey, standardize procedures, and integrate best practices. Support the development and execution of customer loyalty strategies. Ensure customer-facing practices remain compliant with applicable industry regulations.

Partner with operations and digital teams to ensure a cohesive and seamless experience across physical and digital touchpoints. Cross-Functional Initiatives and Projects Coordinate with other departments such as operations, marketing, and digital to align customer experience strategies with business goals. Represent the Customer Experience team in company-wide initiatives and provide customer insights to inform business decisions. Lead and contribute to customer-focused projects as needed.

Requirements: Bachelor's degree in business, communications, tourism, or a related field. Minimum of 5 years’ experience in customer service; at least 1 year in a leadership or supervisory role Experience in service-oriented sectors such as travel, hospitality, or retail is an asset. Proficiency in Microsoft Office and willingness to learn new systems. Strong leadership skills with experience managing teams through growth and change.

Demonstrated ability to lead cross-functional collaboration and drive results. Sound judgment in resolving customer issues and supporting team performance. Excellent written and verbal communication skills for internal and external audiences. Experience drafting customer-facing policies and training documentation.

Ability to analyze feedback and operational data to guide decisions and improvements. Strong organizational skills with the ability to manage competing priorities across teams and projects. Remuneration: $**K base salary, bonus, competitive benefits programs.  **Only candidates eligible to work in Canada will be considered** Just HR is a specialized Human Resources recruitment and search firm with seven practice areas: General HR, Compensation & Benefits, Talent Acquisition, Learning & Organizational Development, Labour & Employee Relations, HRIS, Health & Safety. ..

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