Customer Experience Manager

Are you organized, proactive and passionate about the world of construction? We have the perfect job for you!

The successful candidate will be responsible for the client experience in the realization of several large condo projects in Montreal.

Responsibilities

– Contribute to the strategic planning of the customer experience

– Be proactive in developing practices to improve the customer experience

– Reply to emails received for all after-sales service (requests for information, emergencies, etc.)

– Answering calls related to the after-sales service

– Management of the list of deficiencies

– Conduct various analyzes and make recommendations to the Executive Committee

– Planning and management of the schedules of interventions at the customers

– Making appointments with clients for subcontractor visits

– Supervising and managing a team of three men to do everything (management of the schedule, coordination of making appointments with      customers, etc.)

– Planning the completion schedule and making appointments

– Creation and sending of memos (follow-up, interviews, holidays, etc.)

– Customer surveys (creation, sending, presentation of results to the executive committee, etc.)

– Implementation of a computerized system for managing customer requests

– Participation in the creation of the co-owner’s guide by project

– Implementation of an Extranet for customers of the company

– Participation in special projects

Required skills

– Diploma of College Studies in Administration (or other training / equivalent experience)

– Experience in customer service / after-sales service

– Knowledge of the construction industry (an asset)

– Excellent command of MS Office software (Word, Excel and Outlook)

– Excellent organizational skills and priority management skills

– To be an excellent communicator both in spoken and written

– To be dynamic, enthusiastic, motivated and positive

– Bilingualism

Working conditions

– Full time employment

– Salary to be discussed according to experience

– Annual bonus program based on performance

– 4 weeks vacation per year

– Pension plan and competitive benefits