Wakefield Canada is a privately owned, entrepreneurial company focused exclusively on servicing the Canadian Automotive, Commercial Heavy Duty and Industrial markets. With an employee base of over 200 people, Wakefield provides sales, marketing and distribution solutions to over 5000 customers in all segments, including retailers, warehouse distributors, automotive and heavy duty jobbers, franchised and independent installers, quick lubes, fleet companies, new car dealers and Original Equipment Manufacturers (OEM).

Wakefield was founded in June 2005 out of a strategic partnership with BP Lubricants to assume stewardship of the Castrol brand, and all customer facing operations, exclusively, in Canada. Wakefield's Brand portfolio includes Castrol as its cornerstone brand and business, along with SuperClean, a line of cleaners and degreasers, for which Wakefield is the exclusive trading partner in Canada.

With a large and experienced sales force, in-house team of marketing professionals, and a comprehensive, coast to coast, distribution network, Wakefield provides premium automotive brands, dedicated customer service and technical support, and industry leading marketing programs to help drive growth for both our customers and the brands we represent.

WAKEFIELD - GET ON THE ROAD!

Wakefield's Vision

To be the Best Lubricants Company in Canada.

ROLE

We are actively looking for a Customer Experience Manager to join our Sales team.  

Position Title: Customer Experience Manager
Department: Sales Operations
Reporting Manager: Sales Operations Manager

Job Summary:

The Customer Experience Manager manages the day-to-day activities of our Customer Experience team to ensure that customers receive prompt and efficient service, primarily by phone and email. The incumbent works to provide a high level of customer service while maximizing sales and gross profit along with maintaining profitable growth by identifying trends and challenges, and looking to implement long term solutions. Responsibilities also include assignment of work tasks/priorities, as well as coaching and developing team members to strive for superior customer service standards and to cross/up-sell on all customer touch points.

Key Accountabilities:

• Manage the day-to-day activities of the Customer Experience team. Provide leadership to the team with appropriate direction, coaching and development to team members.
• Ensure team and individual priorities are set and achieved. Establish KPI’s and develop and set monthly sales objectives for Team members.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change as required.
• Ensure staff receive adequate sales and technical sales training along with operational process and procedures guidance.
• Assist team members in resolving challenges associated with customer service, product availability, price, product and product delivery.
• Work with customers as a point of escalation to resolve issues and challenges to improve the customer experience.
• Works with Channel and Regional Sales Managers to ensure customer strategy is executed within the Customer Experience team.
• Help develop actions in support of territory and account strategies to support and attain targets in assigned territories.
• Focus the sales effort around identifying and fulfilling customers’ current and future needs, utilizing solution-selling models for in bound and out bound calling.
• Build a customer centric orientation within the team and drive consistent high loyalty ratings.
• Perform other related duties as required or requested.

Key Competencies:

• Strong organizational skills to allow for the successful completions of multiple tasks.
• Demonstrated people management capabilities
• Demonstrated ability to assist and support a team and foster a culture of development.
• Customer focused and dedicated to exceeding the expectations of internal and external clients.
• Detail oriented.
• Self Starter.
• Proven ability to lead change
• Excellent interpersonal skills and ability to forge partnerships in the business
• Clear and concise communication skills

Direct Managerial / Supervisory Responsibility

• Responsible for management, evaluation and development of their team.
• Provide direction, coaching, training and management of work/activities to all Customer Experience team members.
• Create an environment that encourages personal and career development.

Education / Experience:

• Post secondary education preferred.
• 5-7 years related experience in managing a customer related environment, including customer experience strategy and customer cycle.
• Sound knowledge of change management principles, as well as understanding of marketing and brand strategies.
• Previous people management experience required.
• Experience with forecasting and managing call stats and results.
• Superior PC and Microsoft Suite skills. Familiarity with Microsoft Dynamics AX would be an asset.
• Bilingual (French/English) preferred

Working Conditions:

• Office environment.