Customer Service Director
Job Description
Description
Job Description
Posted Tuesday, June 3, 2025 at 4:00 AM | Expired Thursday, June 12, 2025 at 3:59 AM
Join Nationex – Grow your career with us!
Are you looking for a stimulating challenge in a fast-growing Quebec SME ?
In order to put the Voice of the Customer at the center of our actions and to take advantage of artificial intelligence technologies, we are currently looking for a Director of Customer Experience. Reporting to the Executive Vice President, Sales and Customer Experience, the incumbent will play a key role in building long-term relationships with our customers, our retention strategy, orchestrating the artificial intelligence platform for customer communication and representing the Voice of the Customer.
Why work at Nationex?
- Pleasant atmosphere: An inclusive environment where everyone feels valued;
- Teamwork: A collaborative culture where mutual aid is at the heart of our activities;
- Attractive compensation: Competitive salary with annual increase;
- Benefits: Group insurance and employee assistance program;
- RRSP with employer contribution.
Your responsibilities :
- Act as a leader within Nationex in order to bring to life the culture, the “Gestionex” posture and the Voice of the Customer.
- Creates long-lasting relationships of trust internally and externally.
- Ensures that the customer relationship is handled in accordance with Nationex standards.
- Provides close leadership with the team of agents and customer service advisors.
- Plans, organizes, directs and controls all activities of the customer service team.
- Participates in and contributes to the extended management committee of Nationex;
- Supports the evolution of the new CRM: change management, data governance, and continuous improvement.
- Deploys, trains, and optimizes the AI support platform (24/7 chatbot, and smooth human escalation).
- Implements and analyzes customer satisfaction indicators in order to generate actionable recommendations.
- Ensures AI compliance and ethics
- Actively participates in corporate projects and initiatives and sits on the management committee to represent the customer experience.
If you have the following qualifications , we want you on our team:
- Bachelor’s degree in administration, business intelligence or related field.
- Minimum 5 years of experience in customer experience management or contact center, including 2 years with technology solutions such as CRM or artificial intelligence.
- Strong knowledge of analytics (Power BI or equivalent) and mastery of KPIs.
- Experience in courier or logistics is an asset.
- Knowledge of privacy standards and artificial intelligence best practices is an asset.
Your Qualities :
- Excellent communication skills and ability to simplify data.
- Mobilizing leadership and team coaching
- Innovative spirit, agility and results-oriented.
- Strategic thinking and influence within a management committee.
- Adherence to our “Force N” values: Flexibility, Customer Focused, Reinvention, Collaboration and Commitment.
Diversity is a fundamental practice in our recruitment process. In order to facilitate reading, the use of the masculine form has been retained.
Send us your resume now and become part of our team!
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Company
Nationex
Location
, , Canada
Country
Canada
Salary
100.000
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