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Stone Tile International: Director Customer Experience

Stone Tile International

This is a Contract position in Montreal, QC posted February 19, 2021.

Director, Customer Experience is charged to lead the transformation and sustainability of the Stone Tile International Inc experience in Canada.

The incumbent will create the best in class response times to customer issues and/or changes that need to be made to an order.

They will own the framework and development of the end-to-end Customer Experience journey, work closely with the Stone Tile team and Retailer Network to create modern, intuitive and effective system to improve customer satisfaction and loyalty for the Stone Tile International Inc group in Canada.

Primary Responsibilities
· Develop and manage the overall strategy for the Customer Experience framework, covering the entire consumer journey from discovery to purchase to ownership to repurchase.

· Oversee integration of online and offline Marketing programs that impact the Customer Experience through surveys and apps.

· Lead the evaluation and analysis of departmental work processes to identify opportunities to re-engineer workflow to improve Customer Experience.

· Develop breakthrough initiatives through the use of insights to create an innovative Customer Experience environment for the Stone Tile network.

· Collaboratively establish and monitor Customer Experience KPI’s, based on industry leading measures and delivery of the brand promise.

· Collaborate with other departments in creating new retailer programs, tools and resources to better deliver an exceptional customer experience.

· Act as a subject matter expert in the development of both on-line and offline Customer Experience projects and consult business owners cross-functionally on the creation of a seamless user experience and content strategy.

This includes discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement.

· Open the channels of communication between the customer and Stone Tile.

· Implement technology to minimize customer wait times and enhance the client experience.

· Oversee Customer Care team to ensure the highest level of a seamless customer experience is offered at both retail and corporate levels.

· Drive and strengthen the Customer Care team to meet set objectives.

What type of experience and skills do you have?

· University Degree in Marketing or Management
· Strong interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional or matrix environment.

· 10 Years of Customer Experience within a premium brand.

· Deep analytical skills and ability to cut through complexities and identify high priority areas for improvements.

· Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service, training and marketing expertise.

· Previous Project Management experience required; PMP designation a plus.
· Experience and knowledge of automotive retail operations.

· Outstanding written, verbal, and presentation skills.

Ability to deliver professional and logical presentations in front of key decision-makers.

· Strong understanding of business planning processes.

Strong product knowledge is a plus.