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Customer Experience Manager

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Date: Nov 24, 2021

Location: Vancouver, British Columbia, CA

Company: Bureau Veritas

Type: Full-time permanent

Work hours: 40 hours per week

Work location: 9050 Shaughnessy Street, Vancouver, BC V6P 6E5

Reporting to the Director of Business Development – NANLA, the Customer Experience Manager will be responsible for driving a successful and seamless client experience throughout the customer life cycle. This individual will be able to provide thoughtful solutions to understand and serve customer needs.

As a Customer Experience Manager, your responsibilities are:

  • Account management and assist with opportunities and leads for Business Development team
  • Client onboarding to ensure world-class customer experience
  • Proactive engagement with client groups to understand and analyze business needs
  • Partner with internal stakeholders to drive and implement customer experience strategy throughout entire customer life cycle
  • Work closely with Business Development team to deliver thoughtful solutions and positive outcomes to clients
  • Adopt industry best practices and provide recommendations for improved efficiencies to Operations
  • Prioritize customer retention and continually assess client needs and resource gaps
  • Act as liaison between Customer Service (Client Services, Account Managers) and Business Development for seamless flow of information including invoicing, pricing, account management, prioritization, etc.
  • Help create and implement strategy for growth pipeline with Business Development team
  • Demonstrate BV business brand and culture to client groups to promote services and offerings
  • Monthly reporting and tracking for Management and Operations
  • Frequent customer engagement and follow-up via various methods and touch points to ensure client inquiries and needs are resolved in a timely manner
  • Effective management of all advertising and promotional activities
  • Comply with occupational health and safety legislation, BV Group Policies and Procedures, Upstream Minerals Management System Policies and Procedures and ISO standards applicable
  • Other high level administrative tasks or projects as required or assigned by the Director of Business Development - NANLA

You are an ideal Customer Experience Manager if you have:

  • Minimum Bachelor’s Degree or equivalent – preferably in Geology, Business or Marketing
  • Minimum 5-7 years’ experience in account management or customer experience for the energy or minerals industry
  • Strong proficiency in English communications – verbal and written
  • Fluency in Spanish and/or French, both verbal and written, would be an asset
  • Proven track record of achieving target objectives and outcomes
  • Excellent interpersonal skills and the ability to deliver engaging presentations
  • Highly organized with the ability to manage both ongoing long-term strategies and complete short-term projects
  • Effective negotiation and problem solving skills
  • Experienced in office processes, practices, and general computer software applications