Customer Excellence Manager

Introduction

We are hiring a Customer Excellence Manager (CEM) for our client who is based out of Montreal, QC. The CEM will be responsible for driving service excellence by deeply understanding and addressing customer needs and fostering a positive client experience through the team.

This role requires a commitment to quality service, responsiveness, process improvement, and the ability to lead teams to continuously improve the customer journey.

The ideal candidate will have experience in customer service, process improvement, labeling & packaging, leading a team, and a strong passion for food products.

Responsibilities : Process Improvement

Process Improvement

• Develop processes and policies to enhance customer experience across all departments, including labeling and packaging.
• Identify and address inefficiencies in the customer journey.
• Lead efforts to improve and streamline customer service workflows.
• Monitor and track customer experience through KPIs.

Team Leadership

• Manage and mentor the customer service and packaging teams.
• Promote a customer-first culture with a focus on proactive problem-solving.
• Set clear performance expectations for team members.
• Conduct regular team performance reviews and provide coaching.

Customer Relationship Management

• Ensure all customer interactions meet company standards.
• Help the team resolve customer issues efficiently, collaborating with other departments.
• Maintain accurate customer records and seek feedback to improve retention.

Reporting & Analysis

• Present reports on customer satisfaction, retention, and team performance to senior management.
• Use data-driven insights for decision-making and strategy development.
• Stay updated on industry trends to continuously improve the customer experience.

Requirements

• Bachelor’s degree in business administration, or a related field.
• 8+ years of managerial experience in customer service or a related role.
• Proven leadership skills with experience managing a customer service team.
• Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
• Excellent communication and interpersonal skills.
• Proactive attitude, and exceptional attention to detail.
• SAP or SAPB1 ERP experience is a strong asset
• Experience in the frozen food industry or a similar sector preferred.
• Knowledge of food safety regulations and quality standards is an asset.
• Ability to travel as required.

What We Offer

Why apply through Brunel? Finding the next step in your career can be a full-time job in itself. We manage the process for you : from submitting your resume to coordinating interviews to extending offers and assisting with onboarding.

We’ll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.