Customer Experience Lead
$53,125–$66,408 year
On-siteConcord, Ontario, Canada
Job Summary
Implement Toromont's customer experience strategy by tracking loyalty KPIs and liaising with regional leaders to deliver on the Caterpillar brand promise. Manage data collection and distribution by analyzing surveys and VOC feedback to identify operational issues, communicate gap assessments to branch leadership, and directly project-manage improvement initiatives. Collaborate with equipment, parts, and service teams across assigned regions to monitor customer experience initiatives and complete quarterly branch assessments. Ensure issue recovery processes close within 48 hours while working with Branch Admins to maintain Sales Welcome Kits and manage the employee recognition program. Requires a Bachelor's degree, 3-6 years in customer experience, bilingual skills, and 1 week of monthly travel.
Required Qualifications
- Minimum Bachelor's degree in marketing
- Minimum 3-6 years' experience in customer experience, marketing, customer service, operations, or a related field
- Customer centric with exceptional interpersonal, leadership and team building skills
- Excellent communication, analytical, organizational skills and attention to detail
- Self-motivated with the ability to work independently and drive initiatives to completion
- Innovative approach to customer engagement
- Ability to travel 1 week per month is required
- Experience with facilitating meetings, workshops, or training sessions
- Solid proficiency with Microsoft 365 applications, particularly Excel, PowerPoint, Teams, and Outlook
- Working knowledge of customer loyalty, Voice of the Customer (VOC), customer journey mapping, and customer experience principles
Desired Qualifications
- Bilingual (English / French) is an asset
- Experience with Power BI, data visualization, or customer reporting tools is an asset
- Familiarity with CRM systems and digital customer engagement tool is an asset
- Experience using AI tools (e.g., Copilot) to analyze customer feedback and improve productivity is an asset
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