Toromont is looking for a Customer Experience Lead to join our team at our Concord Head Office.

The Customer Experience

Lead is responsible for reporting on and sharing customer experience best practices with our regional operational leaders. This includes capturing VOC, identifying critical customer requirements, measuring our effectiveness at meeting those needs and leading change to improve. Ensuring the organization embraces a positive customer experience as a top priority in every customer engagement will be central to this position.

Full Time, Permanent The listed base salary is just one component of our total rewards package, and performance-based or discretionary bonuses may be available.

As a Customer Experience Lead you will experience: Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success Competitive total rewards including: wages, benefits, and premiums (as eligible) An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada Implement Toromont’s customer experience strategy. Track and Report KPI’s around customer loyalty and liase with regional leaders to ensure we deliver on the Toromont Cat and Caterpillar brand promise. Manage data collection and effective distribution within the organization.

Analyze customer surveys and VOC feedback to identify issues at the operational level. Communicate gap assessment data branch leadership and assist with improvement plans. This includes direct project management of the improvement initiatives.

Work with the equipment,



parts and service teams across the assigned regions and verticals to implement and monitor customer experience initiatives. Manage and maintain the You’re Appreciated employee recognition program.

Minimum

Bachelor's degree in marketing Minimum 3-6 years' experience in customer experience, marketing, customer service, operations, or a related field Customer centric with exceptional interpersonal, leadership and team building skills Innovative approach to customer engagement Ability to travel 1 week per month is required Experience with facilitating meetings, workshops, or training sessions Solid proficiency with Microsoft 365 applications, particularly Excel, PowerPoint, Teams, and Outlook Working knowledge of customer loyalty, Voice of the Customer (VOC), customer journey mapping, and customer experience principles Bilingual (English / French) is an asset Experience with Power BI, data visualization, or customer reporting tools is an asset Familiarity with CRM systems and digital customer engagement tool is an asset Copilot) to analyze customer feedback and improve productivity is an asset With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed.

At Toromont

Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our robust partnership with Caterpillar, Toromont Cat takes care of our employees who take care of our customers!

Artificial

Intelligence (AI) Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates;

📌 Team Leader, NOC - Automation -Remote (Montreal)
🏢 Toromont CAT
📍 Montreal