Brava Customer Experience Manager

Customer Experience Manager

Job Description

Title: Customer Experience Manager
 Department: Brava Business Solutions
 Location: Pegasus Corporate Centre
 Report To: Operations Manager
 Employment Type: Full-Time 

Job Summary: 

The Customer Experience Manager serves as the primary owner of all support for business customers and works closely with both cross-functional teams and external partners to deliver exceptional customer experience. The role provides leadership to a highly skilled support team serving Enterprise, Government, Oil & Gas, and SMB segments.

Education & Experience: 

• Bachelor’s degree in Business Management, Sales & Marketing, Economics, or a related field OR 4+ years of related experience/training OR an equivalent combination of education and experience. 

• Strong leadership and creative thinking skills. 

• Proven ability to drive sales and manage multiple projects. 

• Strong interpersonal, organizational, and team‑building skills. 

• Ability to work independently as well as part of a team. 

• Experience in business sales is an asset but not required.

Desirable Skills (Optional but Advantageous): 

• Excellent written and oral communication skills. 

• Strong analytical and problem-solving abilities. 

• Ability to work effectively under strict deadlines. 

• High motivation, resourcefulness, and attention to detail. 

• Ability to manage multiple tasks in a time‑sensitive environment. 

• Professional demeanor with the ability to maintain strict confidentiality. 

• Ability to adapt to fast-paced and dynamic work environments. 

• Strong cultural awareness and commitment to diversity and ethical conduct.

Key Responsibilities: 

• Lead all support matters for business customers. 

• Manage the team of customer service specialists. 

• Manage CSAT/NPS programs. 

• Own and improve processes for delivering exceptional customer experience across multiple touchpoints. 

• Challenge existing processes to design customer-centric solutions in a changing environment. 

• Manage customer activation and onboarding. 

• Proactively reduce repeated fault cases and support the sales team with upselling opportunities. 

• Collaborate on retention campaigns with the sales team. 

• Conduct root-cause analyses to identify and remove customer pain points. 

• Partner across departments to drive cross-functional initiatives and ensure policy compliance. 

• Maintain accurate customer account and contact information. 

• Support initiatives that influence the experience of business customers. 

• Perform related administrative and departmental duties as needed. 

• Uphold company values under “The BRAVA Way," ensuring a respectful, inclusive, and compliant work environment.