Customer Excellence Manager

Overview

Strategic ally in people management. Passionate about providing the best onboarding experience. Detail oriented. People person.

The Customer Excellence Manager (CEM) plays a pivotal role in guiding and supporting the customer excellence team. Reporting to the Director, Customer Excellence, the CEM acts as a key partner in elevating the customer excellence team to deliver EPIC customer experiences. This role is responsible for overseeing day-to-day team performance, resolving escalated issues, and driving continuous process improvements. In addition to building strong customer relationships, the CEM fosters a collaborative, high-performing environment that reflects company values and service standards, ensuring excellent customer experiences, satisfaction, and long-term loyalty.

• Coach and support a team of Customer Excellence Specialists (CES) in handling customer inquiries, orders, and issues across various channels (phone, email, Teams).
• Serve as the first point of escalation for complex or high-priority customer issues, resolving them promptly and efficiently while maintaining a positive customer experience.
• Support the Director, Customer Excellence, in the recruitment and onboarding of new hires
• Support the Director in providing ongoing training and development to team members and conducting feedback and coaching sessions.
• Collaborate cross-functionally with other departments (ie, Commercial, Logistics, IT) to resolve service-related issues and elevate the overall customer experience.
• Support the Director in driving cultural change and a customer-first focus within the customer excellence team

• Building strong customer relationships with key accounts
• Help team address and resolve customer issues and concerns in a timely and effective manner, collaborating with other departments as needed
• Ensure accurate and updated customer records are maintained

• Identify process inefficiencies and propose or implement improvements to enhance team productivity and customer satisfaction.
• Identify and address any gaps in the customer journey to optimize processes and ensure EPIC customer experiences

• Monitoring and assessment of team performance, providing feedback, coaching, and conducting semi-annual reviews in partnership with the Director
• Prepare and report on team performance and service metrics, present insights and recommendations to leadership.

• Bachelor’s degree in administration or a related field
• 5+ years of managerial experience in customer service or a related role
• Proven leadership skills with the ability to lead with empathy, drive accountability and motivate team members
• Strong interpersonal and communication skills; able to inspire and guide others.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent problem-solving skills and a customer-centric mindset.
• Proficiency with SAP is a strong asset
• Fluently bilingual in both English and French
• Ability to travel as required
• Part of the annual discretionary bonus plan
• Health/Dental insurance coverage (100% of premiums paid by the company) after 3 months of employment
• Telus Virtual Health Care Telemedicine after 3 months of employment
• Employee Assistant Program EAP after 3 months of employment
• 3 weeks paid vacation per year
• 5 personal/sick days per year
• 2 days per week Work from Home, 3 days in the office (expected in office FT to train for first 8-10 weeks)
• 50% subsidized gym membership to Fit Form West Island
• Flex Friday working hours (end day at 1 pm during summer months, 3 pm all other months)
• Casual-professional work environment
• Weekly fresh fruit program in the office
• Free onsite parking with free electric car charging stations
• Outdoor patio for lunches and events

At ArdoVLM, you’ll find more than just a job — you’ll join a workplace built on collaboration, trust, and teamwork
. We value open communication, supporting one another, and celebrating achievements together. We’re also committed to your growth: whether through learning opportunities, exposure to different areas of the business, or career progression, you’ll have the…