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Strategist, Customer Experience

Bain Magique Franchising Inc

This is a Contract position in Mercier, QC posted September 16, 2021.

The Strategist, Customer Experience is responsible for contributing to the baseline for the current customer experience as well as understanding the key Moments of Truth along the customer journey.

The Strategist will leverage this, as well as the insights from the survey process, to establish key areas of focus for improved customer experience.

This role will support the Customer Experience Director on strategic plan development.

Tasks and Responsabilities Train, Coach and act as SME to corporate and franchise branches to ensure we are building a reliable customer experience.Promote a holistic, seamless customer experience using a process and customer focused discipline.Encourage a Customer Centric perspective across the organization through coaching, insight driven trainings etc.

Define and develop insight to action based upon customer dataAnalyze customer data and insight via MedalliaResearch industry leading trends in Customer Experience to inform how Bath Fitter can continue to grow and improve Work closely with the Learning and Development team to develop training content and facilitate training opportunities Support the Director, Customer experience in developing a multi-year customer experience strategyEnsure all programs to fix customer experiences are aligned and executed successfully at the local level.Work with the Director, Customer Experience, and other stakeholders across the organization to establish the “goal map” to Customer-driven growthRedesign poor experiences by exploring people, policy, or system changes.Lead the partnership with Customer Experience partners such as Medallia and our contact center Provide on-going resources and guidance to facilitate customer experience improvements as requiredEnsure VOC feedback is accessible throughout the organization in real timeEngage other stakeholders as a change leader for delivering the brand promise (i.e.

people first, no compromise, better bath remodel)Perform other tasks as required.

Job Requirements Bachelor’s degree in business/commerce, communications, marketing or equivalent.5 years’ experience in a similar role, knowledge of customer experience management platforms, an asset.

Familiarity with customer experience measurements, specifically Net Promoter Score (NPS) and CSAT methodology, an asset.French (written and spoken) an asset; English is a must.Advanced skills MS Office Suite (Excel, PowerPoint, Word, Outlook).

Demonstrated Skills Superior communication skills.Strong analytical skills, with the ability to gather and interpret insights and propose recommendations.Ability to drive results and collaborate with multiple stakeholders across the companyDemonstrated ability to develop intuitive strategic plans.Capable of working well both independently as well as part of a team.

Demonstrated facilitation abilities.

Bath Fitter is an equal opportunity employer and is committed to diversity in its hiring and business practices.

All qualified candidates are encouraged to apply.

Please note that the Company requires all applicants for employment to submit truthful information and that if the Company learns that an applicant submitted untruthful or false information – even after an applicant’s employment commences – the Company retains sole discretion to either rescind the applicant’s offer of employment or terminate employment.

Bath Fitter thanks all candidates for their interest; however, only those selected to continue in the process will be contacted.