Director, Customer Experience

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning. As a Director Customer Experience you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here! What you’ll be doing: 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 What we’re looking for: 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 Why work with us Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference! As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions. Join us at Homewood Health™ and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives. This job posting is for an existing vacant position within the organization. #J-18808-Ljbffr