Customer Experience Manager

ASSA ABLOY Opening Solutions

. Manage customer-facing teams and ensure processes, systems, and service standards support a seamless customer experience .

Posted 10/21/2026full-timeWoodbridge • CanadaMid-LevelSenior💰 CA$105,000 - CA$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer-facing teams and driving service excellence through effective coaching, performance management, and operational improvements. Proficient in analyzing customer feedback and metrics to enhance customer satisfaction and foster a customer-focused culture.

Highest-signal resume keywords

Customer Experience ManagementTeam LeadershipCustomer Satisfaction AnalysisProject ManagementOperational Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServicePerformance ManagementConflict ResolutionProcess ImprovementData AnalysisOrganizational SkillsProject ManagementCustomer Satisfaction MetricsReporting ToolsMicrosoft Office

Soft Skills

CoachingMotivational LeadershipInterpersonal CommunicationRelationship BuildingChange Management

Tools & Technologies

Customer Service SystemsReporting ToolsMicrosoft Office Applications

Certifications & Qualifications

Bachelor’s DegreeMBA or Advanced Degree Preferred

Industry Keywords

Customer ServiceConstructionBuilding ProductsGeneral ContractingCustomer Engagement

About the role

Key responsibilities & impact

Manage customer-facing teams and ensure processes, systems, and service standards support a seamless customer experience
Lead and support Customer Service, Pricing, Order Entry, and After-Invoicing Claims functions
Coach, develop, and motivate team members to achieve individual and departmental goals
Monitor customer satisfaction metrics, including Net Promoter Score (NPS), and develop improvement action plans
Analyze customer feedback and trends to identify process and service delivery improvements
Partner with Sales, Operations, Engineering, and other departments to support customer needs and improve collaboration
Manage and resolve complex customer concerns and escalations
Establish and maintain service standards, procedures, and performance expectations
Drive continuous improvement initiatives to increase efficiency, reduce customer pain points, and improve business outcomes
Ensure teams have the tools, knowledge, and resources required to deliver exceptional service
Prepare and present regular reports on customer service performance, customer trends, and improvement initiatives
Foster a customer-focused culture emphasizing responsiveness, accountability, and operational excellence
Ensure compliance with local regulations, company policies, and the ASSA ABLOY Code of Conduct
Travel as needed to support customer engagement and business priorities

Requirements

What you’ll need

Bachelor’s degree in business, Marketing, Communications, or a related field
5 - 7+ years of experience in Customer Experience, Customer Service, Operations, or a related field
Proven ability to lead customer-facing teams and drive service excellence
Proven leadership capabilities, including coaching, performance management, conflict resolution, employee development, and the ability to successfully lead teams through change while maintaining engagement and accountability
Strong industry knowledge is an asset, ideally from large general contracting firms or roles connecting to owners, architects, designers, and builders
Experience analyzing customer feedback and operational metrics to drive improvements
Strong organizational and project management skills with the ability to manage multiple priorities
Excellent interpersonal, communication, and relationship-building skills
Experience improving customer satisfaction measures, including NPS or similar metrics
Knowledge of manufacturing, construction, building products, or related industries is considered an asset
Experience working in a fast-paced environment with multiple stakeholders and competing priorities
Proficiency with customer service systems, reporting tools, and Microsoft Office applications
Project management experience is an asset
MBA or advanced degree preferred

Benefits

Comp & perks

Paid Vacation, Sick Time, and paid Statutory Holidays
Medical, Dental, Vision, RRSP, Short and Long-term Disability, Life and AD&D Insurance
Tuition Reimbursement
Learning and Career Development opportunities
Employee Assistance Program
Discount portal
Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career
Competitive Salary