POSITION: Customer Experience Development Manager (6-12 month contract)

DEPARTMENT: Operations

LOCATION: Toronto, ON

REPORTS TO: Senior Director, Operations

POSTING DATE: August 29, 2014

CLOSING DATE: September 18, 2014

The Customer Experience Development Manager will be responsible for identifying customer needs, recognizing opportunities, optimizing all customer interactions, and providing appropriate solutions to meet departmental challenges. This role combines expertise in strategy development and process analysis, requiring strengths in communication, problem solving, and delivering results. The successful candidate will foster customer loyalty by improving the overall customer experience.

RESPONSIBILITIES:

• Provide leadership and guidance with the evolution of our overall customer experience though process improvement, gap analysis, and associated tools required

• Efficiently define and manage the customer experience life cycle from start to finish

• Drive customer retention initiatives while monitoring and communicating changing needs of the customer

• Present suggestions based on market research in order to deliver on specific customer facing best practice initiatives

• Inspire the management teams to understand and help define the customer experience by gaining insight into customer behaviours and trends

• Analyse information and processes to understand customer satisfaction and dissatisfaction, along with their attitudes, motivations, needs, and behaviours

• Ensure consistent and valuable customer experiences by monitoring effectiveness of standards and processes; report findings and implement solutions

• Identify opportunities and deliver high level, consistent customer experience

• Other duties as assigned

QUALIFICATIONS:

• 3+ years of experience in customer process design and management, project management, and analysis

• 3+ years of experience in customer experience development

• Prior success in process development and change management through collaborative leadership

• Ability to embrace change within our ever-changing business and exciting industry

• Show initiative and creativity in solving problems

• Ability to thrive on the challenge of enhancing the customer experience; passionate about providing exceptional service

• Excellent communication, relationship building, presentation and facilitation skills

• Strong MS Office knowledge (Word, Excel, PowerPoint)
• Knowledge of technical procedures, customer service processes, and customer relationship management systems

If you are interested in this opportunity, please submit your resume and cover letter to d9182827@freshgigs.ca with the job title in the subject line. Only qualified candidates will be contacted for an interview.

At Sunwing we want to fly higher when it comes to employment equity. We encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.