Customer Experience Manager

Overview

Oversee customer experience across multiple departments, manage feedback, improve service.

Key Responsibilities

• feedback analysis
• performance reporting
• google review management
• podium optimization
• qualtrics surveys
• data insights

Tasks

-Monitor trends in customer feedback to identify operational gaps, technician performance issues, and service opportunities. -Oversee the customer journey across multiple lines of businesses/departments (Sales, Service, Contact Centres, A/R), ensuring consistency in service delivery and customer interactions. -Lead change management initiatives to streamline processes, increase customer retention, and improve first-time resolution rates. -Partner with operations, central service teams, sales and marketing teams to improve customer journey touchpoints and drive continuous improvement. -Present monthly performance reports, customer sentiment trends, and strategic recommendations to the Executive Leadership Team. -Oversee Google reviews and reputation management to protect and enhance the company’s online presence and local search rankings. -Develop actionable insights from data and present monthly reports and recommendations to the executive leadership team. -Drive strategic projects related to new service offerings, customer loyalty programs, and brand reputation growth. -Manage and optimize Podium workflows to improve customer follow-up, review requests, and real-time engagement. -Manage daily NPS and customer satisfaction survey processes using Qualtrics. -Develop service scripts, follow-up processes, and service recovery guidelines. -Promote a service-first culture aligned with the values of reliability, trust, and professionalism the home services industry demands. -Train operational teams on customer touchpoints, feedback loops, and best practices for delivering an exceptional in-home service experience. -Design and deliver corporate training programs for newly hired team members, field technicians, and management to improve customer engagement, empathy, and communication skills. -Provide data-backed insights to support growth strategies, service area expansion, and customer retention initiatives. -Lead and mentor a team of customer experience analysts dedicated to service quality and customer engagement. -Implement service recovery strategies and escalation processes for negative feedback.

Requirements

• qualtrics
• podium
• google reviews
• analytical
• leadership
• bachelor’s

What You Bring

-Strong analytical capability with experience turning survey data into actionable strategies. -Proficiency in Qualtrics, Podium, and Google review management tools. -Proven experience leading teams, collaborating across function and driving organizational change. -Experience within home services, telecom or related industries an asset. -Excellent communication, presentation, and stakeholder engagement skills. -Bachelor’s degree in business, Marketing, Communications, or related field preferred.

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Benefits

-The tools you need to succeed – including the tools for the job as well as training and development programs -Career paths so you can advance in the company -Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential -A great benefits plan for you / your family

About Reliance Home Comfort

-Born from a utility's water‑heater arm in 1999, the company has grown into a full‑service home‑comfort provider operating across Canada and parts of the U.S. -Backed by a HK-based holding, it handles rental, sale, installs, and maintenance of water heaters, furnaces, AC, plumbing, electrical, smart-home, EV chargers. -Typical projects range from next‑day furnace or water‑heater installs to all‑season protection plans covering HVAC, plumbing, and electrical maintenance. -Specialists in residential and commercial sectors, it also serves utility‑style needs via rental and protection‑plan models. -Unusually, it pioneered utility‑style rental contracts in Canada, locking customers into long‑term service agreements. -While praised for its 24/7 service and protection plans, it’s also known for aggressive sales tactics and high‑cost rental contracts.

Sector Specialisms