Opportunity to lead and build a world-class customer experience
About the Company:
Our client is a leading retailer with over 75 years of dedication to their industry.
The impact you will have:
The Head of Customer Experience will be a vital member of the management team, reporting directly to the General Manager, and will directly impact the company’s most valuable assets: staff and customers. This hands-on leader will guide and coach a team of dedicated customer service professionals and engage with other operational and sales team members to collaboratively solve a wide array of customer needs pre- and post-purchase.
What we are looking for:
The ideal candidate will embody courage, empathy, and a proactive, hands-on approach. This individual demonstrates genuine leadership, connecting deeply with customers and staff, addressing their needs, and managing the nuances of human interactions with sincerity and dedication.
The candidate has substantial experience delivering high-quality service, with at least ten years in senior roles. They excel in clear communication, conflict resolution, and building solid relationships. This role is intensely interactive; they are directly involved in daily operations, from conversing with customers to coordinating with sales teams.
The role requires active involvement in various stages of the customer journey, including meticulous planning and follow-up on delivery schedules, managing payment processes, and ensuring customer satisfaction during and post-delivery. This includes handling any warranty and service issues, ensuring that each case is resolved in favor of the customer’s expectations and satisfaction.
This candidate is driven by a spirit of continuous improvement and adaptability, capable of thriving in a changing environment. They are problem-solvers, ready to address and rectify issues promptly, and keen on developing their team’s ability to anticipate and prevent these issues. They identify skill or personnel gaps within the team and strategize effectively to enhance overall performance and service quality.
This leadership role is integral to overseeing and actively creating positive customer experiences, aligning with our client’s ethos of enhancing customer lives through exceptional service and engagement. The ideal candidate is passionate, engaged, and committed to driving the department towards operational excellence, fostering an environment where every interaction is handled with care, professionalism, and a personal touch.
You must have the following experience to be considered:
- 10+ years of progressive experience, with a proven track record in senior-level luxury with white-glove service delivery standards.
- An experienced leader with demonstrated success in leading, coaching, inspiring people, and building high-performance teams.
- Proven expertise in navigating delicate communications, tough vendor negotiations, and conflict resolution with superior relationship-building skills.
Quick Facts:
- Employees: 30+
- Revenues: $75M
- Reports into: CEO + General Manager
- Direct Reports: 5
- Work Location: Office
**A full candidate briefing document is available to prospective candidates.**
**Egility is committed to creating and fostering culturally diverse, equitable, and inclusive organizations. We recognize the value in a wide range of ideas, perspectives, experiences, and skillsets in our client’s workplaces. Our client is an equal opportunity employer. In accordance with the Accessible Canada Act, 2019 and all applicable provincial accessibility standards, upon request, accommodation will be provided by both Egility and our client throughout the recruitment, selection, and/or assessment process to applicants with disabilities.
Due to high volume, we will only be contacting applicants who meet all of the minimum requirements listed in the job description. Only those applicants who align most closely with our minimum and preferred qualifications will be contacted for an interview. The Recruiting team at Egility will retain your application materials and may contact you regarding future opportunities.
