Client Experience (CX) Manager

Client Journey Strategy + Relationship Management

Compensation : $65,000–$78,000 based on experience

Location : In person at Yama HQ in Calgary, AB

Yama Vans is Canada’s premium adventure van manufacturer. Built to endure, designed to inspire. Our work is guided by Japanese design values and North American adventures, with a shared commitment to craftsmanship, efficiency, and living life outside the lines. We move fast, sweat the details, and always enjoy the ride. Our vans make the journey as memorable as the destination and serve as basecamps for people who want to upgrade their access to the outdoors.

We are a small, hungry, and growing team of about 25 people, and this role is a rare chance to take meaningful ownership at Yama. You will shape how clients experience the brand during one of the most exciting purchases of their lives — and help turn that moment into long-term trust, advocacy, and community.

If you care deeply about people and process — and find satisfaction in helping others realize big dreams — this role will be deeply rewarding.

What the role is like

This role owns the Yama Vans client experience from the point of sale through van delivery and into long-term ownership, including stewardship of the Yama Owner community. You are responsible for both how the journey is designed and how it is experienced day to day.

You will evolve the Yama Vans client journey by identifying and improving the processes that shape the client experience, while remaining hands‑on in managing client relationships. You stay close to the experience, guiding clients through decisions, timelines, delivery, and the transition into ownership with clarity and care.

Beyond delivery, you help build lasting relationships through thoughtful owner communication and community engagement, turning new owners into confident, connected advocates.

Day to day, you’ll move between client conversations, internal coordination, community engagement, and experience improvement. You’ll work closely with Sales, Design, Operations, and Service to ensure every handoff feels seamless and every client feels confident and supported. This is a role for someone who enjoys structure and connection, and who takes pride in creating an experience that feels clear, supportive, and exciting for every client.

Core Responsibilities

Client Experience Leadership

• Own and evolve the Yama client experience from the point of sale through van delivery and into long‑term ownership, ensuring it feels seamless, consistent, and genuinely exciting.
• Own the client relationship post‑sale , guiding clients through design and production with build updates, logistics coordination, and thoughtful ownership preparation.
• Be the trusted van expert , educating clients during production and leading an in‑depth van delivery that prepares them to confidently operate and maintain all van systems.
• Own client experience performance by tracking and improving key metrics including NPS, referrals, response time, and other CX KPIs.

Process & Cross‑Functional Coordination

Design Phase Coordination & Value Creation

Foster The Yama Owner Community

Travel and driving expectations

This role includes occasional travel to support owner community initiatives and events, and may include driving Yama‑owned and client‑owned vehicles.

You will need to be :

Qualifications

Must haves

Assets

These are not required, but will help you excel in the role.

How To Apply

To apply, please complete the application form linked below. You will be asked to share :

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