Manager, Customer Experience - Unionville, Canada - Metergy Solutions

Metergy Solutions
Metergy Solutions
Verified Company
Unionville, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

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Description

Role Overview:


This is a Hybrid Role - ~3 days in office at our Markham Location

Key Responsibilities:


  • Champion customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.
  • Review and maintain all external customer communication standards and templates to ensure alignment with brand guidelines and messaging principles.
  • Collaborate with crossfunctional teams to make recommendations for enhancing user experience for the Metergy customer portal, driving improvements based on usability testing and feedback.
  • Develop and implement strategies to ensure a consistent voice and tone across all customerfacing communications and interactions.
  • Collaborate with internal teams to align customer experience initiatives with broader organizational goals and objectives.
  • Analyze customer feedback and metrics to identify trends, opportunities, and areas for improvement in the customer experience.
  • Foster a culture of continuous improvement and excellence in customer service.
  • Stay current on industry trends and best practices in customer experience management, incorporating new insights and technologies into Metergy's customer experience strategy.
  • Strategic thinker with a passion for driving customercentric initiatives and delivering exceptional experiences.
  • Other duties, as assigned.

Qualifications:


  • Bachelor's degree in Marketing, Business Administration, or related field.
  • Proven experience (5+ years) in customer experience management or related roles
  • Experience managing brand expression in a regulated industry is preferred.
  • Strong understanding of customer journey mapping methodologies and tools.
  • Excellent written and verbal communication skills, with a keen eye for detail and the ability to convey complex ideas in a clear and concise manner.
  • Experience with customer communication platforms, CRM systems, and social media management.
  • Demonstrated ability to lead crossfunctional teams and drive consensus among stakeholders.
  • Analytical mindset with the ability to leverage data to inform decisionmaking and measure the effectiveness of customer experience initiatives.
  • Strong communication, organization, and presentation skills along with the ability to manage competing priorities in a fastpaced environment are required.
  • Knowledge of UX/UI principles and methodologies is a plus
Metergy's recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant's accessibility needs due to disability and are available upon request.


Job Types:
Full-time, Permanent


Benefits:


  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • Profit sharing
  • RRSP match

Flexible Language Requirement:

  • French not required

Supplemental pay types:

  • Bonus pay

Ability to commute/relocate:

  • Unionville, ON L6G 1B3: reliably commute or plan to relocate before starting work (required)

Experience:


  • Social media management: 2 years (preferred)
  • CX: 3 years (preferred)

Work Location:
In person
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