Customer Experience Manager

Our Client, an established Calgary Manufacturing business is searching for a Client Experience Manager. Reporting directly to the President, the Client Experience Manager plays a key leadership role within the Administration department. You’ll oversee customer excellence, providing direct supervision to the client experience team, interacting with the client if warranted, and acting as a liaison between the front office and senior leadership.

This role is central to ensuring the business functions efficiently, the work environment remains organized and professional, and clients receive consistent, high-quality service.

Key Responsibilities

Team Leadership & Office Operations

• Lead and support the administrative team, including the Client Experience Specialists and custodial staff, by managing daily coverage, coordinating priorities, and ensuring clear communication across front office functions.
• Supervise the Client Experience team to ensure the consistent and high-quality handling of client calls, e-mails and in person inquiries.
• Ensure team members receive comprehensive training to capture precise client specifications and ask the appropriate clarifying questions needed to support accurate and efficient production workflows.
• Develop and maintain training standards, documentation, and ongoing product knowledge-sharing practices that enhance team capability.
• Monitor team performance, provide coaching and support, and foster a customer-focused service culture.
• Liaise with internal teams to ensure smooth daily operations.

Administrative Oversight & Coordination

• Assist the President with scheduling, documentation, and administrative coordination.
• Maintain and improve systems for office supplies, document management, meeting support, and administrative workflows.
• Oversee front desk and reception operations to ensure a professional, client-focused experience and resolve guest service issues or facility needs as they arise.
• Ensure the overall office is in good order and supplies for the custodial support are ordered and maintained.

Process Improvement & Internal Support

• Identify and implement workflow and process improvements to enhance operational efficiency.
• Support the development and maintenance of internal checklists, procedures, and documentation as part of broader workflow improvements.
• Participate in facility, health and safety, or policy-related activities as needed.

Qualifications

Required:

• 5+ years of experience in office management, administration, or a related leadership role.
• Strong organizational and communication skills.
• Exemplary Customer Service skills
• Demonstrated ability to lead teams and maintain a service-oriented environment.
• Proficiency with Microsoft Office suites, scheduling tools, and workplace technologies.

Preferred:

• Experience in manufacturing, design, or distribution environments.
• Familiarity with CRM systems, shared inboxes, or workflow tools.
• Post-secondary education in Business Administration, Office Management, or a related field.