Client Experience Manager – Building Materials
Our client, an industry leader in high-end building materials, is looking for a Client Experience Manager to join their growing team in Calgary. This individual will own the end-to-end performance of the Project Management team, ensuring every project is completed with consistency and maintains the highest level of standards that this company is recognized for.
Responsibilities:
- Recruit, onboard, and train coordinators against clear SOPs.
- Coach through regular one-on-ones, provide real-time feedback, and craft individual development plans.
- Manage performance, compensation, recognition, and—when required—progressive discipline.
- Serve as a working manager—personally handling order entries, customer updates, service bookings, and document filing whenever volumes spike or a coordinator is absent.
- Monitor order life-cycle metrics.
- Conduct daily Gemba walks and file reviews to verify data accuracy and procedural adherence.
- Lead root-cause analysis and corrective actions when deviations occur.
- Intervene on complex or sensitive customer issues, negotiating mutually beneficial solutions.
- Mediate disputes between coordinators and internal teams (Manufacturing, Shipping, Planning, Sales, Service).
- Model calm, solutions-oriented dialogue and train staff in effective conflict-management techniques.
- Map existing workflows, identify waste, and implement proper countermeasures.
- Partner with IT to enhance ERP/CRM functionality and data integrity.
- Author and update SOPs, checklists, and knowledge articles; ensure change-management compliance.
- Attend weekly meetings to address customer issues, synchronize demand, capacity, and materials.
- Develop and track Team Engagement Score and KPIs
Requirements:
- 5+ years in a project management role accompanied with 2+ years leading a team.
- Post Secondary education is preferred.
- Working knowledge of production planning, logistics, and continuous-improvement tools.
- Demonstrated success enforcing SOP compliance and driving KPI improvements.
- Proven track record mediating high-stakes customer and cross-functional conflicts.
- Experience managing performance reviews, compensation, and disciplinary actions.
Remuneration:
Remuneration for this role consists of a strong base salary, an annual bonus, a great benefit program, RSP’s, tremendous growth opportunity!
For a confidential discussion about this opportunity, please reach out to Jennifer Maier at jmaier@summitsearchgroup.com.
Summit Search Group has a strong commitment to Diversity, Equality and Inclusion. We strive for continuous development, modeling, inclusive behaviors and proactively managing bias throughout our process.
