Customer Experience & Retention Manager; Bilingual

Our client is a leading Canadian e-commerce organization seeking a passionate and customer-focused Customer Experience & Retention Manager to own and elevate the end-to-end customer journey.

This is a role for a bilingual professional who thrives in a fast-paced environment and understands that exceptional customer experiences drive customer loyalty, brand reputation, and long-term business success. Reporting into leadership, you will act as the voice of the customer, leading customer experience initiatives, managing critical customer interactions, and leveraging technology, automation, and data to continuously improve service delivery.

• Manage the day-to-day customer experience function, ensuring exceptional service across all customer touchpoints.
• Own and optimize customer service technology stack
• Manage and optimize customer-facing knowledge bases, ensuring AI tools and service teams have accurate product, sizing, warranty and policy information
• Manage the companies Preferred Partner Program and affinity programs while supporting special pricing and bulk purchase inquiries.
• Monitor abandoned cart activity and identify opportunities for upselling, cross-selling, and customer recovery initiatives.
• Oversee the post-purchase customer experience, including returns, exchanges, warranty inquiries, shipping-related concerns and order escalations
• Monitor customer feedback, reviews, and satisfaction metrics to identify trends and areas for improvement and collaborate with Product, Marketing, E-Commerce, and Operations teams to improve the overall customer journey.
• Support ongoing review and reputation management initiatives
• Serve as the escalation point for complex customer issues, providing timely and professional resolutions.
• Handle inbound customer inquiries and phone support in both English and French.
• Develop and implement customer experience strategies aligned with organizational goals.
• Track, analyze, and report on key customer experience metrics, including customer satisfaction, response times, and resolution rates.
• Act as the internal advocate for customers, fostering a customer-first culture throughout the organization.
• Provide leadership and oversight to seasonal support staff during peak business periods.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in customer experience, customer service management, or a related role within an e-commerce or digital-first environment.
• Experience working with customer service technology platforms, CRM systems, and AI-enabled customer support tools.
• Demonstrated success managing customer retention, loyalty, and customer engagement programs.
• Experience handling escalated customer concerns and delivering exceptional service outcomes.
• Experience supporting partner programs, affinity groups, or B2B customer relationships is considered an asset.
• Fully bilingual in English and French, both written and verbal.
• Tech-savvy with a strong understanding of emerging e-commerce technologies, AI-powered customer experience tools, automation platforms, and digital engagement solutions
• Strong understanding of customer journey mapping, customer experience best practices, and service excellence principles.
• Analytical mindset with the ability to interpret customer data and develop actionable recommendations.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong organizational and problem-solving abilities.
• Ability to work independently while managing multiple priorities in a fast-paced environment.