Customer Experience Manager

The Customer Experience Manager is responsible for the overall customer experience strategy in the dealership. 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.

As a Customer Experience Manager, YOU will experience :

• Working within one of the safest organizations in the industry where your safety and well-being are our most important priority
• Working for the best-in-class equipment dealer and with the premium Caterpillar brand
• 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)

In a typical day, YOU will :

• Lead Toromont’s customer experience strategy implementation. Track and Report KPI’s around customer loyalty and liase with the Cat district office to ensure that there is alignment with DSD assessments.
• 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 to both corporate and branch leadership and assist with improvement plans. This includes direct project management of the improvement initiatives.

Choreograph the expected customer experience at each customer touch point and clearly define the expectations of what good looks like .

Work closely with communications to provide the most effective messaging for the need. (video, script etc)

• Oversee customer experience training programs and assist in delivery as required. This may include program development as required.
• Monitor the issue recovery process to ensure they are being closed within 48 hours.

Must-haves for this role :

• Customer centric with exceptional interpersonal, leadership and team building skills
• Excellent communication, analytical and organizational skills
• Self-motivated
• Innovative approach to customer engagement
• Change Management Experience is an asset
• Ability to travel 1 week per month.
• Ability to deliver customer experience training.
• A thorough understanding of Toromont’s business model and our customer’s needs.
• Have an excellent working knowledge of the sales, rental, parts and service areas of the dealership.

About Toromont Cat

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 strong partnership with Caterpillar ™, Toromont Cat takes care of our employees who take care of our customers! When you join our team, you become a member of the Toromont family.

Your success is our success!