Director, Customer Experience

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🕒 May 15

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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

• Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction • Oversees client accounts to ensure successful program execution, contract compliance, and service excellence • Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner • Drives customer retention, contract renewals, and revenue growth across an assigned portfolio • Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business • Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences • Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders • Develops and implements best practices, tools, and processes to optimize account management and customer outcomes • Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team • Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning

🎯 Requirements

• A degree in Marketing, Business Administration, HR, or a related field • Minimum 5 years of experience in account management within a B2B environment, including at least 2 years in a leadership or supervisory capacity • Demonstrated success leading, coaching, and developing high-performing teams • Strong track record of managing client relationships, with the ability to drive customer satisfaction, retention, and revenue growth • Proven ability to analyze data, identify trends, and leverage insights to inform business decisions and strategies • Exceptional communication and presentation skills, with the ability to influence and build relationships at all levels • Solid business acumen, with experience in consultative selling and identifying growth opportunities within existing accounts • Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced environment • Proficiency with CRM platforms (e.g., Salesforce) and Microsoft Office tools

🏖️ Benefits

• Health insurance • Paid time off • Flexible work arrangements • Professional development