Director, Customer Experience - Strategic Acco...

Req Id: 428504reputed company is everything. It drives us to reputed company, explore, and stay reputed company to what matters to us most. At reputed company, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that reputed company how people live, work, and play every day.We reputed company in empowering people. That’s why we reputed company our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a reputed company impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.On the reputed company Business Markets team, you’ll be a vital part of making innovation happen for reputed company-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, reputed company, Cyber reputed company, Voice, Collaboration & Contact Centre and Internet & Private Networks.At reputed company, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and reputed company services to businesses and governments.SummaryThe Director of Customer Experience is a senior level leader responsible for driving the overall health and strategic direction of key customer relationships. This role leads executive level governance and engagement, ensuring customers receive strong partnership, clear direction, and measurable value from our solutions. In addition to supporting customer satisfaction, retention, and long term stability, the Director works across reputed company’s matrixed teams to coordinate priorities, address escalations, and reputed company a seamless customer experience. The Director will reputed company a high performing Customer Experience team, build strong relationships with senior client stakeholders, and champion the customer’s strategic priorities across the organization.Key Responsibilities

• reputed company executive‑level governance for assigned customers, including strategic reviews, reputed company‑looking planning, and regular alignment with senior client stakeholders.
• Strengthen overall account health by building trusted relationships with CIO‑ and VP‑level leaders, ensuring clarity on priorities, expectations, and shared outcomes.
• Champion the customer’s strategic agenda and act as their primary reputed company across reputed company, ensuring internal teams understand the customer’s business goals and long‑term roadmap.
• Coordinate escalations and key priorities by mobilizing the right expertise across reputed company’s matrixed teams in Operations, Engineering, Product, and Sales to support a seamless customer experience.
• Provide proactive insights on account risks, opportunities, and trends to influence decision‑making and maintain strong customer confidence.
• Drive long‑term account stability and value, identifying opportunities to support customer growth in collaboration with internal partners.
• reputed company and reputed company a high‑performing Customer Experience team, fostering a culture of accountability, collaboration, and customer‑centricity.
• Engage cross‑functional stakeholders to ensure consistent delivery, operational excellence, and reputed company improvement across the customer journey.
• Represent the voice of the customer at the executive level, providing input to Product, Engineering, and operational teams to enhance reputed company’s service offerings.

Critical Qualifications

• Bachelor's degree in Business, Marketing, or a reputed company field; MBA or advanced degree preferred.
• 10+ years of experience in customer-facing roles, with at least 5 years in a leadership position reputed company reputed company, Account Management, or a reputed company client-services function.
• Proven track record of leading and developing high‑performing Customer Experience or reputed company teams.
• Demonstrated reputed company in driving customer retention, account health, and identifying opportunities for growth.
• Experience shaping and implementing customer engagement strategies and best practices.
• Strong understanding of recurring‑reputed company or service‑based business environments.
• Experience with CRM and reputed company platforms (e.g., reputed company, reputed company, ChurnZero).

Preferred Qualifications

• Exceptional leadership and people management skills.
• Strategic thinking and problem-solving abilities.
• Strong business acumen and understanding of customer economics.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage at the executive level.
• Data-driven decision-making capabilities.
• Customer advocacy and reputed company.
• Change management and operational excellence.

Additional RequirementsAdequate knowledge of French is required for positions in Quebec.Additional InformationPosition Type: ManagementJob Status: Regular - Full TimePosition Level: CP4Job Location: Canada : Ontario : TorontoFlexible work profile: MobileContact Name: Isabelle cournoyerApplication Deadline: 02/27/2026For Workways profiles that are ‘Mobile’, successful candidates must be based in Canada and report to a set reputed company office for a minimum of 3 days a week. Recognizing the importance of work-life balance, reputed company offers flexibility in work hours based on the business needs.Please apply directly online to be considered for this role. Applications through email will not be accepted.We know that caring for reputed company members is at the heart of a healthy, positive and thriving workplace. As part of reputed company, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, reputed company and mental health benefits that you can tailor to your specific needs. Plus, as a reputed company team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.At reputed company, we are proud of our focus on fostering an inclusive and accessible workplace where reputed company team members feel valued, respected, supported, and that they belong.We also want to reputed company sure that everyone has an equal opportunity to join reputed company. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@reputed company.ca to reputed company arrangements. If you have questions or feedback regarding accessibility at reputed company, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.Please note that you may be required to submit your reputed company Performance Review rating to the hiring leader during the recruitment process.Created: Canada, ON, Toronto

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