Customer Engagement Manager

Are you a results-driven professional with a passion for optimizing vendor relationships and enhancing customer success? At Randstad Professional, we are seeking a dynamic Customer Engagement Manager to join a global leader in the home inspection industry. This is a unique opportunity to manage critical external partnerships and drive operational excellence within the customer care and business administration landscape.

As a Customer Engagement Manager, you will play a pivotal role in bridging the gap between third-party service providers and a network of dedicated Franchise Business Owners. This position is ideal for an innovator who excels at interpreting data to tell a compelling story and who thrives in an environment that offers autonomy and professional growth. Working within the customer care sector, you will be responsible for the seamless delivery of services that support hundreds of franchises across North America.

This Customer Engagement Manager role is a remote position (after training/onboarding), offering the flexibility of working from home while remaining an integral part of a growing team of 50 professionals. You will report directly to the Director of Customer Care, benefit from high-level mentorship, and engage in meaningful work that impacts the real estate and home inspection industry. As a specialist in customer care, you will ensure that every customer interaction aligns with the high standards of a brand that has been a household name since 1974.

Regarding language requirements, this role requires a high level of proficiency in English to effectively communicate with stakeholders across Canada and the United States. While the primary language of business is English, being bilingual is considered a strong asset for navigating diverse market needs within our North American operations.

Randstad Professional: Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.

Advantages
• Competitive salary range starting from $70,000 per year, based on experience.
• Performance-based corporate bonus structure tied to individual and company success.
• Comprehensive benefits package including medical insurance and Sun Life coverage.
• RRSP matching program to support your long-term financial well-being.
• 100% remote work environment once trained providing excellent work-life balance.
• Opportunities for local and international travel, including an annual company trip.
• A culture of autonomy that encourages an entrepreneurial mindset within your customer care business unit.

Responsibilities
• Oversee the management of external Business Process Outsourcing (BPO) and telecommunications vendors to ensure service level agreements (SLAs) are consistently met.
• Conduct regular performance reviews and track key performance indicators (KPIs) to maintain cost-effectiveness and high customer care quality.
• Maintain and optimize comprehensive dashboards to track vendor performance, interpreting data statistics to identify trends and areas for optimization.
• Act as the primary liaison between Franchise Business Owners and external providers, resolving issues and fostering strong, trust-based relationships.
• Forecast monthly inspection volumes and vendor staffing hours to ensure operational readiness during peak spring and summer seasons.
• Participate in the training and coaching of new Franchise Business Owners and local schedulers to ensure brand consistency in customer care.
• Manage the selection and interviewing of customer service representatives at the BPO level to ensure quality control.
• Monitor third-party risk management frameworks and stay updated on industry trends to proactively mitigate potential service disruptions.
• Collaborate cross-functionally with IT, marketing, accounting, and operations teams to align customer care strategies with company goals.

Qualifications
• Exceptional analytical skills with the ability to "tell a story" using data and statistics.
• Strong relationship-building capabilities with a focus on both internal stakeholders and external customer care partners.
• Proven ability to innovate and implement process improvements within a customer care context.
• Proficiency in Microsoft Office Suite, specifically advanced Excel for data reporting.
• Technical aptitude with experience in CRM or scheduling systems like Salesforce or OnePoint.
• Excellent troubleshooting skills and the ability to resolve complex customer care challenges.
• Bachelor’s degree in business administration, customer care, or a related field.
• At least 1 year of direct experience managing 3rd party vendors or BPOs.
• Minimum of 4 years of experience in customer care, troubleshooting, or stakeholder management.
• Basic understanding of contact center compliance regulations and industry best practices.
• Ability to travel occasionally to franchisee locations for inspections and team meetings.
• Willingness to complete a Caliper assessment as part of the selection process.


Summary
At Randstad, we are your partner for talent, helping you find a rewarding career in customer care. Our expert recruiters are dedicated to connecting you with industry leaders where your skills are valued. If you are a visionary Customer Engagement Manager ready to make an impact, we encourage you to apply today through our website and connect with our specialized recruitment team.

If this specific role doesn't the perfect fit, reach out to us to explore other career-defining opportunities that align with your unique ambitions.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.