Job Title: Customer Experience (CX) Manager

“”””Construction Industry””””

Role Overview

We are looking for an experienced and empathetic Customer Experience (CX) Manager to lead the strategic design and continuous improvement of our end-to-end customer journey. In this role, you will act as the ultimate voice of the customer within our organization—connecting insights from support, product, marketing, and sales to eliminate friction, boost customer lifetime value (CLV), and elevate customer

- Define the customer experience vision, strategies, and roadmaps to deliver a consistent, growth generating, customer experience.
- Define and bring to market recent, qualified, and proven solutions
- Building “best-in-class” customer experience, platforms and capabilities customers
- Present and share data and information on customer experience, metrics and “voice” of the customer
- Grow the capability of the organization by improving processes and approaches knowledge in Customer Experience

Key Responsibilities

- Customer Journey Mapping: Design, map, and continuously optimize end-to-end customer lifecycles across all digital and physical touchpoints to identify friction and increase retention.
- Voice of Customer (VoC) Programs: Build, manage, and scale feedback mechanisms (NPS, CSAT, CES, post-interaction surveys, and user interviews)



to capture real-time customer sentiment.
- Data-Driven Insights: Analyze structured and unstructured customer data to present actionable recommendations and business cases to executive stakeholders.
- Cross-Functional Leadership: Partner directly with Product, Marketing, Sales, and Support leaders to translate user feedback into feature improvements and policy changes.
- Service Standards & Empowerment: Establish quality assurance benchmarks and deliver training programs for customer-facing teams
- Tech Stack Management: Oversee CX software, CRM integrations, survey platforms, and analytics tools (e.g., Zendesk, Salesforce, Medallia, Qualtrics).

Requirements & Qualifications

- Experience: 7-10+ years in a Customer Experience, Customer Success, or Operations leadership role (B2B SaaS or E-commerce experience preferred).
- Education: Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or equivalent practical experience
- Technical Proficiency: Hands-on expertise with CRM platforms (Salesforce, HubSpot), CX management tools (Qualtrics, Medallia, Gainsight), and analytics software (Tableau, Mixpanel).
- Analytical Skills: Proven track record of linking CX initiatives directly to business KPIs like retention rates, churn reduction, and CLV.

📌 Customer Experience Manager (Toronto)
🏢 Exact Match Recruitment
📍 Toronto