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Homewood Health Centre
Director, Customer ExperienceHomewood Health Centre • Winnipeg, Canada
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Director, Customer Experience

Director, Customer Experience

Homewood Health Centre • Winnipeg, Canada
9 days ago
Job type
  • Full-time
Job description
Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning. As a Director Customer Experience you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here!

What You’ll Be Doing

Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction

Oversees client accounts to ensure successful program execution, contract compliance, and service excellence

Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner

Drives customer retention, contract renewals, and revenue growth across an assigned portfolio

Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business

Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences

Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders

Develops and implements best practices, tools, and processes to optimize account management and customer outcomes

Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team

Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning

What We’re Looking For

A degree in Marketing, Business Administration, HR, or a related field

Minimum 5 years of experience in account management within a B2B environment, including at least 2 years in a leadership or supervisory capacity

Demonstrated success leading, coaching, and developing high-performing teams

Strong track record of managing client relationships, with the ability to drive customer satisfaction, retention, and revenue growth

Proven ability to analyze data, identify trends, and leverage insights to inform business decisions and strategies

Exceptional communication and presentation skills, with the ability to influence and build relationships at all levels

Solid business acumen, with experience in consultative selling and identifying growth opportunities within existing accounts

Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced environment

Proficiency with CRM platforms (e.g., Salesforce) and Microsoft Office tools

Why work with us Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference! As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions. Join us at Homewood Health and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

This job posting is for an existing vacant position within the organization.

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Director, Customer Experience • Winnipeg, Canada

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