CUSTOMER EXPERIENCE DIRECTOR

Emploi - Permanent Full-time - Director - customer service
Headquarter: Siège social -Victoriaville Quebec G6P 7E3
As soon as possibleSchedule: 37.75 (Day)

DESCRIPTION:

Sani Marc is seeking a strategic and hands-on Director of Customer Service to lead our national customer service operations. This individual will be responsible for managing a team of regional supervisors, who in turn lead customer service representatives (CSRs) across Canada. The Director will oversee the consistency, efficiency, and excellence of customer service delivery, with a strong focus on process improvement, performance management, digital tools adoption, and cross-functional collaboration.
Responsibilities:
As a member of the Principal Customer Experience Director’s team, the Customer Experience Directorr brings their expertise to address the following challenges:
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- Lead, mentor, and develop a team of customer service supervisors across multiple provinces.
- Establish clear goals, KPIs, and performance metrics for supervisors and CSR teams.
- Promote a culture of collaboration, accountability, continuous improvement, and customer focus.
- Conduct regular performance reviews, coaching sessions, and team development planning.
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- Oversee day-to-day service operations to ensure high-quality and consistent customer experiences across all regions.
- Monitor and optimize team workflows, staffing, and scheduling to meet service level agreements (SLAs).
- Ensure all teams are fully trained and equipped to support products, systems, and processes.
- Manage escalation procedures for complex or high-impact customer issues.
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- Develop and implement a national customer service strategy aligned with business goals.
- Analyze service performance data to identify trends, gaps, and opportunities.
- Drive adoption of digital tools, CRM systems, and customer support platforms.
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- Work closely with Sales, Marketing, Logistics, IT, and Production teams to ensure customer service aligns with business needs.
- Collaborate with the Training & Development team to ensure consistent onboarding and upskilling of CSRs and supervisors.
- Act as the voice of the customer in cross-departmental projects and decisions.
- Develop and maintain customer service standards, scripts, and protocols.
- through surveys and feedback tools
- Ensure consistency and professionalism in all customer interactions, whether by phone, email, or digital channels.

REQUIREMENTS:

• Bachelor’s degree in Business Administration, Customer Experience, or a related field (Master’s degree is an asset).
• Minimum of 8–10 years of progressive experience in customer service or call center leadership.
• At least 3–5 years in a national or multi-site leadership role, managing both direct reports and indirect teams.
• Strong understanding of customer service systems (CRM, ticketing platforms, ERP) and metrics.
• Demonstrated experience in process improvement, team development, and performance management.
• Bilingualism (French and English) is strongly preferred as the person will be managin employees in both languages.
• Excellent communication, problem-solving, and organizational skills.
• Strong business acumen and the ability to align customer service initiatives with corporate strategy.
• Willingness to travel occasionally within Canada.

Please refer the Job description for details