In this key role, the Customer Experience Manager will be responsible for overseeing all aspects of customer interactions, from initial contact to post-service follow-up. Reporting to the Director, the incumbent will manage and develop a team of dedicated customer service representatives, dispatchers, and administrators to ensure that our clients receive exceptional service. 4+ years of experience in a customer experience or coordinator role ~ Experience in supply chain and inventory management ~ Proficiency in Microsoft Office Suite (Excel, Word, Outlook) ~ Strong time management, problem-solving, and analytical abilities Oversee customer service operations and office administration, including CRM, dispatching, and internal and external communications. Develop and monitor key performance indicators (KPIs) and report on customer satisfaction metrics to enhance customer experience and loyalty. Develop and streamline internal systems and processes by creating and implementing standard operating procedures, managing timelines, and best practices. Analyze customer feedback and identify areas for improvement.



Manage the daily operations and performance of the CSR, dispatch and office team, and provide routine reporting to the Director on metrics. Lead performance review processes for customer experience teams, including setting transparent service goals, conducting regular feedback sessions, and evaluating individual and team performance. Provide coaching and development opportunities to direct reports and team members, fostering a culture of continuous improvement and exceptional customer service. Coordinate with technicians for professional development course registrations and training, as well as grant submissions. Provide support as needed in the CSR and Dispatch department team (minimum 1 x week). Facilitate and support onboarding and offboarding duties associated with employees. Support Warehouse Manager including, but not limited to, tools and inventory management, truck and parts management, streamlining warehouse processes and operations, etc.

📌 Head of Client Experience (Burnaby)
🏢 Toronto Film School
📍 Burnaby