Employment Status:
Permanent
Time Type:
À temps plein
BUILDING A WORLD CLASS TEAM STARTS WITH YOU
At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.
Job Summary:
Job Title: Senior Manager, Customer Experience Date: July 2025
Division/Dept: TIC/Operations
Primary Function
1. Why does the job exist?
Responsible for leading, developing and coordinating CSA Group’s customer experience initiatives for a specific Global Business Unit (Medical, Industrial or Home & Commercial) for all Regions globally. Accountable for administering our customer surveys and improving associated results, which includes bringing back learnings from customer service surveys to Operations and Commercial Unit. Also, providing plans and preventative measures to ensure service issues are not repeated. Responsible for instilling a culture of service including a mindset of assisting customers to demonstrate compliance. Developing and conducting annual ACDC in-person and online training to all customer-facing staff globally and within respective GBU to ensure each customer interaction is meeting or exceeding customer expectations. Acting as a resource to customer-facing staff in Operations and Commercial Unit, to resolve certification project issues or issues with quotes. Provides guidance and oversight to Operations Project Managers to ensure key accounts receive the “personal touch” and a level of service that is superior to what our competitors provide. Develop and conduct customer service audits for all customer-facing staff within their respective GBU.
Working Relationships:
2. Reports to whom?
3. Supervises whom?
4. Peer Relationships
5. Reports to the VP Customer Experience.
6. Direct reports include Operational Project Managers and Operational Project Specialists, which may have responsibilities across more than one Global Business Unit.
7. Peers: Directors, Operations; Commercial Directors; Director, Commercial Administration; Global Business Directors; Senior Director, TIC Marketing; Directors, Technical Management; Senior Managers & Directors, Quality; Finance Manager; Regional HR Directors & Managers; Director, Commercial Finance.
Dimensions: (if applicable)
8. Operating/revenue Budget?
9. Staff size?
10. Other Measurable Factors?
11. Member of the Operations Division.
12. Up to 5 Operations Project Managers/Specialists will report into Customer Experience Director position.
13. Leads cross-functional teams to develop and implement a consistent customer experience strategy globally for their respective GBU.
Principal Duties & Responsibilities
14. Include all essential job functions
15. This section should include the primary day-to-day responsibilities & activities of the position. These should represent the “core” of the job duties.
Understanding the Business
16. Leads the development and execution of customer experience strategies for the specific country/region and respective global business unit.
17. Acts as an invaluable resource to customer facing staff in Operations and the Commercial Unit to help resolve issues with certification projects and customer quotes.
18. Developing and conducting annual ACDC in-person and online training to all customer-facing staff globally and within respective GBU to ensure each customer interaction is meeting or exceeding customer expectations.
19. Conduct customer service audits for all certification staff annually. Involves outreach to clients to get their assessment of our service.
20. Conduct customer calls for the purpose of determining customer service award winners in their respective global business unit.
Working Well with Others
21. Provides leadership and direction to cross functional teams within Operations and the Commercial Unit
22. Leads, coaches and motivates a high-performance team of Operational Project Managers and Specialists by goal setting, continuous feedback, mentoring and training
23. Works within the Operations and Commercial Teams to understand local and global customer trends and develop appropriate strategies
24. Collaborates, maintains and manages strong working relationships with senior leaders across CSA Group to develop the organization’s customer experience strategic initiatives.
25. Acts as an invaluable resource to customer facing staff in Operations and the Commercial Unit to help resolve issues with certification projects and customer quotes.
26. Collaborates with Operations Leadership and Human Resources on the hiring of operational and commercial unit staff to ensure a customer centric approach and to support our mission to have industry-leading service with all our customer interactions.
27. Able to work with the Technical Management Team to find novel ways to assist customers to demonstrate compliance.
Delivering Results
28. Accountable for improving our customer service as indicated by customer survey results and trends.
29. Completes in a timely manner, reach-out to customers and resolves customer service issues from customer survey results. Also, brings back learning opportunities from customer service issues to Operations and Commercial Unit.
30. Develops and conducts ACDC online and in-person training on time throughout their respective global business unit.
31. Provides timely support to both Operations and Commercial Unit with any customer service issues that may arise with certification projects or customer quotes.
32. Able to work with the Technical Management Team to find novel ways to assist customers to demonstrate compliance.
Concern for Safety
33. Facilitates a culture that promotes safe work behaviours as a way of business by actively identifying, supporting and reinforcing safe work practices, environmental aspects and desired health and safety behaviors of employees.
34. Confronts all unsafe behaviours immediately and enforce accountability.
Work Environment
35. Describe the working conditions related to the job including physical requirements, equipment used, time constraints, public contact, etc.
36. Normal office environment.
37. Mix of standing, sitting, walking, light lifting, involving little fatigue.
38. Visual and mental concentration, strong attention-to-detail.
39. Able to attend MS Teams calls within various time zones globally.
40. Very frenetic work pace requiring multi-tasking.
41. Flexibility to work against deadlines.
42. Travel required (international to all regions).
Preferred Education & Experience:
43. List the minimum amount of education and/or experience required to perform the job. Be specific in terms of the type of experience required.
44. University Degree or College Diploma in Engineering or related fields – an MBA would be an asset.
45. Minimum 5 years of TIC certification experience or equivalent, familiar with international and regional/country regulation, accreditation and notification requirements.
46. Business planning/execution experience required for multiple markets.
47. Excellent communication and interpersonal skills are essential.
48. English and preferably local language of various countries.
49. Ability to work in a fast paced and team environments is critical.
50. Ability to lead multiple stakeholders and balance competing priorities.
51. Negotiation and diplomacy skills in managing stakeholder and internal issues.
52. Ability to influence, build networks and get things done without traditional line-authority.
This position requires regular attendance and punctuality in accordance with Company policies. Additionally, the ability to interact well with other employees and work overtime, as necessary, is required.