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Customer Experience Manager

Cambridge, ON, Canada; Guelph, ON, Canada; Kitchener, ON, Canada; Toronto, ON, Canada Req #176
Thursday, July 9, 2020

About Us


The Glen Dimplex Americas organization operates in North, Central and South America. Focused on enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation. The organization’s portfolio of leading brands are strategically positioned to meet the market challenges of tomorrow by enhancing the moments that matter in life and in the environment.

The Dimplex brand focuses on innovation, inspired design and energy efficiency while the Cadet brand invites warmth and dependability at a value appreciated by its customers. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls. Dimplex also delivers on inspired design in the category of home furnishings with a complete line of mantels and media consoles.

Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions. Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.

Reporting to the Customer Experience Director, the Customer Experience Manager plans, manages, and controls the day-to day operations activities of the contact center, ensuring that established KPI's and metrics are met or exceeded. This individual is responsible for the management, coaching and development of Team Leaders as well as the daily, weekly and monthly management of KPI performance. You are the driving force behind the activities that will improve and maintain a high level of Customer Satisfaction (CSAT).  


Position Responsibilities:

  • Meet daily with Team Leaders to review previous day’s performance (internal/external KPI’s) and to plan for the day.

  • Ensure Team Leads are meeting their Team’s KPIs, Quality and CSAT, empowering them to achieve success.

  • Ensure calibrations are done weekly with the business unit and internally with the CX -Quality Department or as specified.

  • Ensure that all Monitoring and Coaching is done weekly/monthly (as specified).

  • Responsible for daily, weekly, monthly review of Quality results and implement actions to improve as required.

  • Responsible for daily review of Efficiency and address any issues/action plans.

  • Ensure that Customer PIP’s are formulated and administered as required and followed through to completion as per the policy

  • Responsible for coaching, development and succession planning of Team Leads and Agents.

  • Ensure yearly Performance reviews are completed for Team Leads and Agents.

  • Troubleshooting and escalation of issues/concerns to Customer Experience Director as required.

  • Promote and follow through on company initiatives & methodologies.


Position Requirements:


  • 5-10 years’ experience managing, developing and mentoring a team in a contact center  

  • Experience managing accounts in a B2B environment

  • Ability to work in a seasonal, fast-paced, KPI driven environment (daily, weekly, monthly)

  • Customer-focused mindset with a dedication to quality

  • Bilingualism (french) is an asset

How to Apply


If you are interested in applying or learning more about this opportunity, please apply now.


If you know of an individual who would thrive in our environment, refer them to us! For more information on our Referral Incentive Program please visit the Human Resources page of the Intranet Site.


Glen Dimplex Americas is committed to fair and accessible employment practices.

Other details

  • Pay Type Salary
  • Job Start Date Monday, August 3, 2020
  • Cambridge, ON, Canada
  • Guelph, ON, Canada
  • Kitchener, ON, Canada
  • Toronto, ON, Canada