Customer Experience Manager

Kitco Metals Inc. (Montreal QC, Canada) 16 days ago

The Customer Experience Manager’s role is to organize, plan, and monitor Kitco’s customer experience at all touch points to ensure excellence. They will maintain a customer-centric environment and continuously effect changes that will enhance the customer experience. Generating and implementing new ideas to create more engaged customers will be important. And this will all be affected while promoting to customers a consistent and positive brand image.

*Touch points include but are not limited to: All messaging on the online store including product and policy descriptions, system and error messages, wording in emails that are automated, batched, or sent individually, chats, in-person service at the Montreal counter, packaging, call center, call queue prompts and messaging

Overall Job Description:

  • Oversee our restructuring into a customer-focused establishment
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Continuously measure and improve the customer experience
  • Research, identify, and integrate the best tools like CRM and newest techniques available for improving customer experience.
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
  • Effect continuous micro-enhancements to customer experience at the rate of 5-10 a month
  • Create or maintain an environment that keeps CSRs motivated and engaged
  • Generate and implement new and innovative ideas that enhance the customer experience
  • Co-ordinate and manage customer service projects and initiatives regardless of where they originated
  • Empower the service team and remove roadblocks
  • Coordinate directly with our internal resources to effect changes that require IT intervention
  • Know Kitco’s products inside and out to step in on escalated customer issues that the team is unable to resolve
  • Continue to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.

Some examples of tasks that may be required to do the job:

  • Where effecting change is beyond your control, keep an ongoing list of recommendations for customer service enhancements
  • Using professional resources for copywriting and graphic design, prepare messages for customers
  • Analyze variances and initiate corrective actions.
  • Liaise with the production and creative departments to ensure delivery of high quality products and services
  • Conduct surveys and form focus groups.
  • Take ownership of customers issues and follow problems through to resolution
  • Measure and report on KPIs related to customer experience
  • Ensure that customers are experiencing a consistent Kitco brand image at every touch point.
  • Create or maintain effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Stay informed on the latest industry techniques and methods.
  • Provide insights from customer data to the marketing and sales departments
  • Develop service procedures, policies, and standards
  • organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers

Overseeing the following, but not necessarily hands-on:

  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on Kitco
  • Recruiting, mentoring, and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Hiring, orienting, and training of our customer experience team
  • Maintaining lasting relationships with profitable customers.
  • Reviewing and respond to all customer complaints
  • Identifying and addressing staff training and coaching needs
  • Monitoring and controlling the activities of the customer service team to ensure compliance with acceptable standards of customer service


  • Awareness of the customer service industry’s latest technology trends and applications
  • A minimum of 5 years’ proven success in a customer service management
  • Efficiency and organizational skills
  • Extensive e-commerce background
  • Ability to recognize quality in writing and in graphic design
  • Proficiency in Microsoft Office and software in general
  • Excellent verbal and written communication skills
  • Excellent leadership and interpersonal skills.
  • To become a customer experience manager, you require a Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position

*We will keep your resume on file for an undetermined period for future career opportunities.

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Customer Experience Manager

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