CUSTOMER EXPERIENCE MANAGER
Job Position: Customer Experience Manager (CXM)
Hourly Wage: $19.43 and up
Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days fluctuate with some evening and weekend hours required.
Benefits:
The Opportunity:
We are seeking an experienced and highly skilled Customer Service Manager to lead our customer-facing team. The ideal candidate will be responsible for providing exceptional customer service, managing customer relationships, and ensuring customer satisfaction. This is an exciting opportunity for a motivated and results-driven individual who is passionate about delivering exceptional customer experiences.
Essential Functions
Qualifications
Physical Demands
Work Environment: This job operates in a large scale athletic facility.
Tim Hortons Iceplex is an Equal Opportunity Employer
Hourly Wage: $19.43 and up
Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days fluctuate with some evening and weekend hours required.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Paid holidays
- Vision insurance
The Opportunity:
We are seeking an experienced and highly skilled Customer Service Manager to lead our customer-facing team. The ideal candidate will be responsible for providing exceptional customer service, managing customer relationships, and ensuring customer satisfaction. This is an exciting opportunity for a motivated and results-driven individual who is passionate about delivering exceptional customer experiences.
Essential Functions
- Develop and implement a comprehensive customer experience strategy aligned with company goals.
- Analyze customer feedback to identify areas for improvement and drive continuous improvement initiatives.
- Oversee all aspects of customer service operations, including policy and procedure development, training, and performance management.
- Coach and mentor customer service representatives & public ice skating staff to deliver exceptional service and resolve customer issues effectively.
- Collaborate with cross-functional teams (e.g., Operations) to ensure seamless communication and information flow throughout the customer journey.
- Stay up-to-date on industry best practices in customer service and experience management.
- Collaborate with the managerial team on various special projects by providing support in planning, organizing, and executing project tasks.
Qualifications
- Associate’s degree in a relevant field (e.g., Business Administration, Sport Management) or equivalent experience.
- Proven track record of success in managing a team.
- Strong analytical and problem-solving skills.
- Excellent communication, interpersonal, and leadership skills.
- Proficiency in Google Workspace (Gmail, Docs, Sheets)
- Ability to work independently and as part of a team in a fast-paced environment.
Physical Demands
- Required to sit, stand, walk and frequent use of stairs. Required to move about through multi - level building with use of stairs.
- Required to frequently bend or lift.
Work Environment: This job operates in a large scale athletic facility.
Tim Hortons Iceplex is an Equal Opportunity Employer