Manager, Client Experience And Acquisition

Manager, Client Experience and Acquisition

Position Summary

At a time where Health & Safety has never been more important, PSHSA is actively seeking a Manager, Client Experience & Acquisition as we work to shape our business around the customer, curate the client experience and make it easy to do business with PSHSA.

You've got big plans. We have opportunities to match, and we're committed to empowering you to grow, learn and make a significant impact in Health & Safety across Ontario. Dare to join us as we turn that vision into action and ultimately create growth across key business lines.

If you have experience in the areas of: Leading a client facing team, achieving revenue-based targets, Business Growth planning, Customer Experience Design/Strategy, and/or Customer Journey Mapping, we want to hear from you.

You have a high level of curiosity, a growth mindset focused on continuous improvement and are a people first leader able to give feedback and coach performance. You have experience translating strategy into actions, analyzing data to form recommended actions, and customer needs into requirements.

About PSHSA

PSHSA is funded by the Ministry of Labour, Immigration, Training and Skills Development of Ontario works with Ontario’s Public and Broader Public Sector employers and workers, providing training, consulting, and resources to reduce workplace risks and prevent occupational injuries and illnesses.

Major Accountabilities

Reporting to the Senior Director of Customer and Employee Experience, the Manager of Client Experience & Acquisition will support the Client Acquisition team to drive regional training revenue performance and the Client Experience Team (CXT) supporting our internal consultants and external clients. Initiatives may include everything from campaigns to acquire new clients and business, data analysis, process documentation and improvements and building recommendations to improve revenue performance. In addition, and to support the customer experience, you will work closely with the Employe Experience team to improve the client journey by aligning internal processes, accountability and deployment of updated technology.

• Implement a simplified customer survey strategy to measure and improve satisfaction and NPS scores.
• Offer the client perspective on cross functional teams and highlight requirements to ensure a positive client experience.
• Monitor performance of regional training line of business against set revenue and participation goals, use acquisition team to focus activities where required.
• Act as the escalation and resolution point for client issues.
• Lead a highly engaged Client Experience and Acquisition team, fostering a culture of collaboration, curiosity and continuous improvement.
• Work closely with the Employee Experience team on projects to support and enhance the customer experience. Share data, trends and opportunities that impact the employee experience.
• Actively coach team members during client interactions.
• Work cross functionally to highlight client experience impacts to business decisions and/or technology launches.
• Execute new client initiatives and strategies to increase PSHSA customer base and grow revenue and reach.
• Identify and communicate trends and opportunities early such that our business can address challenges and/or seize opportunities to improve outcomes; regularly presenting progress and insights to senior leadership.
• Build the annual regional training calendar based on forecasted trends, revenue targets and manage performance.
• Analyze and monitor the customer journey, understanding how customers interact with the organization and identify ways to improve and become more efficient.
• Collaborate with colleagues on digital solutions based on Client Experience priorities.
• Design, measure and communicate our customer first strategy, ensuring a consistent experience for our clients at each touchpoint with our Client Experience Team
• Bring strong business development acumen and execution, including identifying opportunities for automation and identifying new growth areas to drive revenue.

Job Specifications

• Experience hiring, coaching, and scaling a team of direct reports with a shared vision of elevating the customer experience and achieving revenue goals.
• 5+ years leading teams focused on positive customer experience and achieving sales goals.
• Identify insights from customer feedback to drive process improvements, automation, and growth throughout the business.
• Collaborative approach to making and influencing decisions.
• An analytical mindset; uses data effectively when making changes and improvements.
• Ability to present ideas and recommendations to senior management in a clear and organized manner, providing sufficient analysis/market information.
• Bachelor’s degree an asset
• Experience implementing a client experience strategy.

Details of the Role

Status: Permanent, Full-time

Hours of Work: 37.5 hours/week

Location: Remote

Bargaining Unit Position: No

Travel Required: No

Application Details

Applicants are asked to forward their resume by email to [email protected], with “Manager, Client Experience and Acquisition” in the subject line by 4 p.m. on May 15, 2023 date.

As a reminder, at PSHSA we are all about doing business inclusively – that starts with having a diverse team. We encourage you to confidentially share any accessibility needs with our recruitment team should you successfully be chosen for an interview.