Customer Engagement Manager Job at Randstad (Etobicoke)

Job Description

Are you a results-driven professional with a passion for optimizing vendor relationships and enhancing customer success? At Randstad Professional, we are seeking a dynamic Customer Engagement Manager to join a global leader in the home inspection industry. This is a unique opportunity to manage critical external partnerships and drive operational excellence within the customer care and business administration landscape. As a Customer Engagement Manager, you will play a pivotal role in bridging the gap between third-party service providers and a network of dedicated Franchise Business Owners. This position is ideal for an innovator who excels at interpreting data to tell a compelling story and who thrives in an environment that offers autonomy and professional growth. Working within the customer care sector, you will be responsible for the seamless delivery of services that support hundreds of franchises across North America. ... This Customer Engagement Manager role is a remote position (after training/onboarding), offering the flexibility of working from home while remaining an integral part of a growing team of 50 professionals. You will report directly to the Director of Customer Care, benefit from high-level mentorship, and engage in meaningful work that impacts the real estate and home inspection industry. As a specialist in customer care, you will ensure that every customer interaction aligns with the high standards of a brand that has been a household name since 1974. Regarding language requirements, this role requires a high level of proficiency in English to effectively communicate with stakeholders across Canada and the United States. While the primary language of business is English, being bilingual is considered a strong asset for navigating diverse market needs within our North American operations.

Job Responsibility

Oversee the management of external Business Process Outsourcing (BPO) and telecommunications vendors to ensure service level agreements (SLAs) are consistently met
Conduct regular performance reviews and track key performance indicators (KPIs) to maintain cost-effectiveness and high customer care quality
Maintain and optimize comprehensive dashboards to track vendor performance, interpreting data statistics to identify trends and areas for optimization
Act as the primary liaison between Franchise Business Owners and external providers, resolving issues and fostering strong, trust-based relationships
Forecast monthly inspection volumes and vendor staffing hours to ensure operational readiness during peak spring and summer seasons
Participate in the training and coaching of new Franchise Business Owners and local schedulers to ensure brand consistency in customer care
Manage the selection and interviewing of customer service representatives at the BPO level to ensure quality control
Monitor third-party risk management frameworks and stay updated on industry trends to proactively mitigate potential service disruptions
Collaborate cross-functionally with IT, marketing, accounting, and operations teams to align customer care strategies with company goals

Requirements

Exceptional analytical skills with the ability to 'tell a story' using data and statistics
Strong relationship-building capabilities with a focus on both internal stakeholders and external customer care partners
Proven ability to innovate and implement process improvements within a customer care context
Proficiency in Microsoft Office Suite, specifically advanced Excel for data reporting
Technical aptitude with experience in CRM or scheduling systems like Salesforce or OnePoint
Excellent troubleshooting skills and the ability to resolve complex customer care challenges
Bachelor's degree in business administration, customer care, or a related field
At least 1 year of direct experience managing 3rd party vendors or BPOs
Minimum of 4 years of experience in customer care, troubleshooting, or stakeholder management
Basic understanding of contact center compliance regulations and industry best practices
Ability to travel occasionally to franchisee locations for inspections and team meetings
Willingness to complete a Caliper assessment as part of the selection process

Nice to have

Being bilingual is considered a strong asset

What we offer

Competitive salary range starting from $70,000 per year, based on experience
Performance-based corporate bonus structure tied to individual and company success
Comprehensive benefits package including medical insurance and Sun Life coverage
RRSP matching program to support your long-term financial well-being
100% remote work environment once trained providing excellent work-life balance
Opportunities for local and international travel, including an annual company trip
A culture of autonomy that encourages an entrepreneurial mindset within your customer care business unit

Randstad - All Job Offers

Select Country

Customer Engagement Manager

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?