Job DescriptionTake ownership of client experience programs and turn feedback into practical actions that strengthen satisfaction, retention, and business performance. WHAT'S THE ROLEAs
Manager, Client Excellence, you will lead and continuously improve the Client Excellence Program, connecting client feedback and relationship insights to measurable business outcomes. You will partner with leaders and cross-functional teams to strengthen client satisfaction, retention, renewal readiness, and operational performance.
WHAT YOU'LL DO- Lead Client Excellence priorities, processes, tools, reporting standards, client feedback protocols, and business unit support.
- Oversee client interviews, surveys, NPS follow-up, dashboards, action tracking, and consistent documentation of client insights.
- Identify satisfaction drivers, relationship risks, service concerns, recurring themes, and opportunities for continuous improvement.
- Support client discussions, business reviews, RFP presentations, performance improvement plans, and follow-up activities.
- Provide renewal, rebid, and retention intelligence based on client feedback, relationship history, risks, strengths, and service trends.
- Develop executive reports, Power BI dashboards, client insight summaries, business review materials, and leadership presentations.
- Partner with operations, business development, senior leaders, and support functions to translate feedback into practical action.
- Lead Client Excellence Specialists through workload planning, coaching, performance expectations, reporting standards, and program delivery.
QualificationsWHO WE'RE LOOKING FOR- 5+ years of relevant experience in client excellence, customer experience, account management, operations support, business analysis, customer success, or retention support.
- Experience leading client feedback programs, NPS processes, satisfaction initiatives, relationship management activities, or retention-focused programs.
- Demonstrated experience leading programs, projects, teams, or functional areas with accountability for results and continuous improvement.
- Strong business acumen, analytical thinking, stakeholder influence, presentation, communication, and project management skills.
- Experience preparing dashboards, reports, presentations, executive summaries, and actionable business insights for senior leaders.
- Advanced knowledge of Microsoft applications and working knowledge of Power BI or similar reporting and data visualization tools.
- A valid driver's licence and flexibility to travel as required.
ALSO NICE TO HAVE- Post-secondary education in Business, Communications, Hospitality, Customer Experience, Operations, Marketing, or a related field.
- Experience with Microsoft Copilot, survey platforms, CRM systems, dashboards, reporting tools, and client feedback systems.
Additional InformationWHAT'S IN IT FOR YOU?- Be part of an industry that's more important than ever!
- Award winning safety culture.
- Supportive team environment with room to grow together.
- Onsite Hybrid work model.
- Employee Referral Program.
- We are growing!
Videos To Watchhttps://www.youtube.com/watch?v=y4Xk2hfGB2Q
