Senior Manager, Customer Expereince

Xplore Inc. is Canada's fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

We are looking for a Senior Customer Experience Manager (12-month contract) to join our team and lead development and implementation of our loyalty & retention strategy. Targeting the Enterprise / B2B market, and with a goal of growing and retaining our customer base in this lucrative and competitive segment, the role will provide ample opportunity for excitement, autonomy and impact. Reporting to the Director, Sales Strategy, the successful candidate will oversee customer experience initiatives, churn reporting and analysis, and manage a team providing customer and sales support. We are looking for a self-starter and proven leader, who thrives in a dynamic environment and who is excited to be part of an evolving and collaborative team.

Key responsibilities include:

• Develop and manage a proactive customer experience and retention strategy
• Perform ongoing reporting & analysis to measure churn, drawing insights to improve retention
• Manage customer technology migration and shutdown campaigns
• Develop as the subject matter expert for the business segment in company-wide digital transformation initiatives
• Interact directly with customers, providing support for high-value clients and escalations
• Manage team of customer administrative coordinators and loyalty representatives
• Build presentations to illustrate success of team initiatives across various audiences, including senior leadership

The ideal candidate will possess:

• 7+ years of customer support and/or loyalty & retention experience, ideally in telecom
• Bachelor's degree in Business, or a related field
• Self-starter with ability to work independently and as part of a team
• Strong leadership skills, with the ability to motivate a team and drive positive culture
• Excellent verbal and written communication skills, with experience managing customer relationships
• Experience garnering buy-in from all levels of a large organization, including senior leadership and cross-functional teams, by leveraging strong storytelling, presentation, and negotiation skills
• Salesforce and QuickBase experience are preferred

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada's fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.