Customer Experience Manager

Customer Experience Manager

Saint John, New Brunswick

Reference #JL-ASG-9449

The Ariston Group is a global manufacturer dedicated to enhancing the wellbeing of their customers worldwide through an extensive range of renewable and high-efficiency solutions that meet all their needs for sustainable thermal comfort while facilitating the energy transition. Since 1970, they have pursued their international expansion through the organic opening of new markets and sites combined with a solid track record of acquisitions, playing an active role in strengthening the sector. They enjoy a strong presence in Europe and benefit from a growing exposure in North America, Middle East, Africa, Asia, and Australia. Their international footprint leverages an integrated and agile network of production sites that are distributed across geographies to effectively deliver value propositions to local markets.

They invest in the research and development of cutting-edge sustainable solutions and advanced connectivity services. Their pledge to innovation goes beyond product, as they apply digitalization, data science, and new technologies to all processes along the value creation chain, towards the reinforcement of a shared innovation mindset across the entire organization. Holding a leadership position in the thermal comfort market, they boast a unique, balanced commitment to climate comfort, water heating, and air handling, enhanced by best-in-class connectivity and end-to-end services, and complemented by their specialty division offering. Their solutions span heating heat pumps working with natural refrigerants, heat pump water heaters, hybrid and solar thermal systems, domestic ventilation, and air handling units marketed through renowned global and regional brands.

On behalf of our client, we are currently recruiting a Customer Experience Manager to join their team of dedicated professionals in Saint John, New Brunswick.

The Role

Reporting to the Head of Heating North America, the Customer Experience Manager will lead the Customer Service and Order Management team, inspiring and developing a high performing group dedicated to delivering exceptional customer experience. This role is responsible for coaching and mentoring the team, establishing best customer service class processes, and driving initiatives that build customer loyalty and satisfaction.

As a key leader, you will set and measure customer satisfaction goals, implement continuous improvement initiatives, and champion a customer centric culture across the organization. Success in this role requires outstanding written and verbal communication skills, along with proven leadership, influence, and the ability to build strong relationships both within the team and across the business.

Duties & Responsibilities:

• Build and lead a high performing team by recruiting, motivating, coaching, training, and developing employees in a hybrid on site/remote order management and call center environment. Drive continuous improvement and innovation in customer service.
• Collaborate closely with sales associates, wholesalers, retailers, and internal partners on production and shipping timelines, product availability, warranty inquiries, and return authorizations.
• Demonstrate strong diplomacy, tact, and service orientation when resolving escalated customer issues, including effectively managing complaints and implementing preventative actions.
• Serve as escalation point and operational backup, with deep hands-on expertise in SAP order management and shipping processes.
• Coordinate demand planning activities with sales and demand planning teams.
• Develop and manage training programs aligned with company and departmental standards.
• Effectively prioritize multiple tasks under tight deadlines, build strong relationships across diverse internal and external stakeholders-from technical teams to senior leadership-and partner with Sales and After Sales Service to deliver end to end customer service.
• Perform additional responsibilities as assigned.

Qualifications & Experiences:

• A bachelor's degree in business management or an equivalent business-related certification, combined with 3 to 5 years of management experience.
• A minimum of 5 years of experience managing a customer service team in a call center environment within a manufacturing organization/
• Strong computer proficiency, including advanced skills in Excel, PowerPoint, and Word.
• Experience working with ERP systems; SAP experience is considered an asset.
• Proven ability to lead, coach, and develop associates using call center metrics and call coaching best practices.
• Demonstrated ability to prioritize workload and manage multiple tasks and deadlines with minimal supervision in a fast-paced environment.
• Comfortable working with AI-enabled tools and automation platforms, including Esker.
• Proven call center experience delivering customer service and order management.
• Strong analytical skills with exceptional attention to detail.
• Excellent written and verbal communication abilities.
• Effective problem-solving and organizational skills.
• Ability to manage crisis situations and clearly set daily customer expectations.

Why Ariston?

At Ariston, they foster a welcoming, inclusive workplace where individuality is celebrated and employees are supported to grow, thrive, and build meaningful career paths. They are proud to offer a flexible and comfortable work environment, along with a competitive compensation and benefits package.

To express interest in this opportunity please apply online directly by applying online here.

If you have any questions, please contact Brittany Neaves, Consultant, at [email protected], Kate Spares, Recruitment Specialist at [email protected], or Jeff Lanthier, Partner, at [email protected]. If you require accommodation to participate in the recruitment process, please let us know.

Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.

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