Customer Experience Manager

Administration & Executive Assistance
Hybrid - Vancouver, British Columbia, Canada
Posted on January 13, 2023

Well-rounded customer service leadership role with a stable and well-established company headquartered in Vancouver. This company’s brand and products are loved by many across Canada and the US!

Who - the Company:
This retail company is one of Canada’s most beloved brands in their sector and they have hundreds of thousands of happy and loyal customers.  The company provides employees with a great place to work and a culture that encourages collaboration, creativity, respect, and honesty. The company has undergone positive changes as of late, including a reinvigoration of their brand and a new website. SWIM has placed a C-suite Executive and the HR Manager at this company.  

What - the Role:
Our client hiring for a new Customer Experience Manager. Leading a customer experience team of six (6) and reporting into a C-suite Executive. This role involves a diverse scope of responsibilities including setting departmental goals, analyzing existing customer service KPIs and putting in place new KPIs, optimization of customer service systems and tools, resolving unique or escalated issues, providing training and onboarding, etc. Swim Recruiting will provide interested candidates with a full job description.

Who - the Candidate:
We are seeking a well-rounded customer service professional with at least 5 years in supervisory/management capacities in customer service. Experience reporting into a C-suite Executive and/or President and/or Founder is preferred. Experience in an entrepreneurial owner-operated company is preferred.  The new Customer Experience Manager must love animals as the company has a dog-friendly work environment!

Headquartered in Vancouver. The Customer Experience Manager can work from the office full time, or they can choose to work from home most of the time and come into the office approximately 1 day a week. Must be able to get to the office as needed for events, training, onboarding, interviewing, performance management, etc.  The office is busy and upbeat, with employees working in corporate functions and production functions. It is a dog-friendly work environment and bringing your furry companion to work with you is highly encouraged!

How Much:
Base salary commensurate with customer experience management experience, skills, and education. Plus a performance based bonus, PD support, benefits, and product discounts.  Please discuss further with Swim Recruiting.

When & How to Apply:
If you are qualified for, and interested in, this great customer experience management opportunity with a beloved Vancouver company, please let Swim Recruiting know as soon as possible as this search is moving quickly! If you already have a Recruiter at SWIM, please reach out directly.  If you do not yet have a contact at Swim Recruiting, please hit 'APPLY NOW' and send us your resume