Customer Experience Lead

Toromont is looking for a Customer Experience Lead to join our team. The Customer Experience Lead is responsible for reporting on and sharing customer experience best practices with our regional operational leaders. This includes capturing VOC, identifying critical customer requirements, measuring our effectiveness at meeting those needs and leading change to improve. Ensuring the organization embraces a positive customer experience as a top priority in every customer engagement will be central to this position.

Please note: the successful candidate may be based anywhere in Canada, including ON, QC, NS, MB, NB, PEI, or NL.

As a Customer Experience Lead you will experience: 

• Working within one of the safest organizations in the industry where your safety and well-being are our most important priority
• Working for the best-in-class equipment dealer and with the premium Caterpillar brand
• Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success
• Competitive total rewards including: wages, benefits, and premiums (as eligible)
• An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

In a typical day, YOU will:

• Implement Toromont’s customer experience strategy. Track and Report KPI’s around customer loyalty and liase with regional leaders to ensure we deliver on the Toromont Cat and Caterpillar brand promise.
• Manage data collection and effective distribution within the organization.  Analyze customer surveys and VOC feedback to identify issues at the operational level.  Communicate gap assessment data branch leadership and assist with improvement plans. This includes direct project management of the improvement initiatives.
• Work with the equipment, parts and service teams across the assigned regions and verticals to implement and monitor customer experience initiatives. 
• Complete quarterly branch assessments in the assigned region and/or vertical.  Work with regional leaders to implement needed changes.
• Monitor the issue recovery process to ensure they are closed within 48 hours.
• Work with Branch Admins to maintain Sales Welcome Kits.
• Manage and maintain the You’re Appreciated employee recognition program.

Must-haves for this role:

• Minimum Bachelor's degree in marketing
• Minimum 3-6 years' experience in customer experience, marketing, customer service, operations, or a related field
• Customer centric with exceptional interpersonal, leadership and team building skills
• Excellent communication, analytical, organizational skills and attention to detail
• Self-motivated with the ability to work independently and drive initiatives to completion
• Innovative approach to customer engagement
• Ability to travel 1 week per month is required
• Experience with facilitating meetings, workshops, or training sessions
• Solid proficiency with Microsoft 365 applications, particularly Excel, PowerPoint, Teams, and Outlook
• Working knowledge of customer loyalty, Voice of the Customer (VOC), customer journey mapping, and customer experience principles
• Bilingual (English / French) is an asset
• Experience with Power BI, data visualization, or customer reporting tools is an asset
• Familiarity with CRM systems and digital customer engagement tool is an asset
• Experience using AI tools (e.g., Copilot) to analyze customer feedback and improve productivity is an asset

About Toromont Cat

With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed.   At Toromont Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our strong partnership with Caterpillar ™, Toromont Cat takes care of our employees who take care of our customers! When you join our team, you become a member of the Toromont family. Your success is our success!

Artificial Intelligence (AI)

Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates; all final decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws.