Customer Experience Manager

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Homewood Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🧘 Wellness

B2B • Wellness

<Homewood Health> is a Canadian provider of mental health and addiction services offering therapy, counselling, inpatient treatment, and workplace mental health solutions. With a 140-year history, it operates accredited treatment centres and virtual Therapy@Home programs, and delivers employee assistance programs (EFAP) and organizational support to improve resilience, reduce disability risk, and support recovery. Homewood focuses on evidence-based, personalized care for individuals, families, and employers across Canada.

📋 Description

• Oversees customer account activity within the assigned Customer Experience Team’s book of business while coaching Customer Experience Specialists in prioritizing, managing, and measuring success • Serves as the primary escalation point for customers and Customer Experience Specialists, acting as a liaison across internal departments to facilitate resolution and effective solutions • Supports new customer launches and implementations to ensure a seamless onboarding experience • Consults with customers on complex or non-standard requests to understand needs and develop tailored solutions; provides coaching and guidance to Customer Experience Specialists on the same approach • Conducts ongoing needs assessments to identify opportunities for service improvement and growth; mentors team members in applying these practices • Collaborates with the NVP and internal teams to assess opportunities and challenges and recommends strategies for contract management, negotiations, and renewals • Fosters a positive, progressive, and productive work environment that promotes team engagement and performance • Provides direction, coaching, and guidance to team members to ensure departmental goals and daily activities are achieved • Identifies and implements process improvements in collaboration with cross-regional colleagues to enhance efficiency, productivity, and customer experience. • Partners with the NVP to provide insights and recommendations supporting performance management, including annual reviews and employee development

🎯 Requirements

• Bachelor’s degree in Business, Human Resources, Psychology, Social Work, or a related discipline • 3–5 years of experience in strategic account management within a high volume, fast-paced, growing organization, preferably in wellness, mental health, or human resources • Previous people leadership experience preferred • Demonstrates ability to coach and support staff and management to achieve performance goals • Excellent verbal, written, and active listening communication skills; bilingualism in French and English is considered an asset • Strong customer service orientation, with proven negotiation and problem-solving capabilities • Proven ability to build and maintain strong professional relationships, including effectively communicating with senior leaders and executives • Strong critical thinking and analytical skills, with the ability to develop creative, customer-focused solutions • Demonstrates business acumen, attention to detail, and the ability to collaborate effectively across departments • Excellent organizational, time management, and presentation skills, with the ability to manage multiple priorities in a fast-paced environment • Demonstrated accountability, sound decision-making, and a proactive approach to identifying service improvement opportunities • English language skills are required as this role supports, communicates and/or collaborates with both French and English speaking clients and/or colleagues nationally.

🏖️ Benefits

• Professional development opportunities • Flexible working arrangements • Supportive colleagues passionate about improving lives