Director, Customer Experience

Req Id: 428233

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.

On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

The Director of Customer Experience is a senior-level leader responsible for defining and executing strategies that ensure customers derive maximum value from our products and services. This role oversees the entire customer lifecycle, from onboarding and adoption through renewal and advocacy, with a primary focus on driving customer satisfaction, retention, and growth. The Director will lead a high-performing Customer Experience team, foster strong executive relationships with key clients, and collaborate cross-functionally to champion the voice of the customer across the organization.

• Develop and execute strategies for customer onboarding, adoption, retention, and expansion to deliver a seamless customer journey
• Lead the Customer Success framework, overseeing governance, risk management, account health, and key deliverables.
• Identify at risk accounts early and implement targeted retention strategies.
• Partner with Sales to uncover and drive upsell and cross sell opportunities.
  Set the vision for service excellence and ensure timely resolution of escalations and customer issues.
  Build strong executive level relationships and promote customer advocacy through testimonials and referrals.
• Lead, coach, and develop a high performing Customer Experience team, ensuring clear expectations and continuous growth.
• Manage resources, budgets, and operational processes to maintain team efficiency.
• Act as the voice of the customer across Product, Engineering, Sales, Marketing, and Operations to influence strategy and improvements.
• Provide customer insights to inform product roadmaps and strengthen service offerings.
  Align Customer Success initiatives with overall business goals and revenue targets.
  Define the long term vision for Customer Success and report regularly on key metrics, trends, and strategic priorities.
• Support Bell's growth strategy by strengthening customer relationships and maximizing value across the portfolio.

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in customer-facing roles, with at least 5 years in a leadership position within Customer Success, Account Management, or a related client-services function.
• Proven track record of building and scaling successful Customer Success organizations.
• Demonstrated success in managing customer lifecycles, driving retention, and identifying expansion opportunities.
• Experience developing and implementing customer service strategies and best practices.
• Strong understanding of SaaS business models and recurring revenue environments.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).

• Exceptional leadership and people management skills.
• Strategic thinking and problem-solving abilities.
• Strong business acumen and understanding of customer economics.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage at the executive level.
• Data-driven decision-making capabilities.
• Customer advocacy and empathy.
• Change management and operational excellence.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Position Level: CP4

Job Location: Canada : Ontario : Toronto

Flexible work profile: Mobile
Contact Name: Isabelle cournoyerApplication Deadline: 02/20/2026

For Workways profiles that are 'Mobile', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [email protected] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Please note that you may be required to submit your current Performance Review rating to the hiring leader during the recruitment process.

Created: Canada, ON, Toronto