Customer Relations Senior Manager

The Opportunity:

The Customer Relations Senior Manager’s primary directive is to provide leadership, direction and developmental support to the Customer Relations team. The Customer Relations Senior Manager must position the team to successfully deliver balanced and timely resolutions to service challenges with the purpose of driving customer loyalty and retention. In addition, the CR Senior Manager will work closely with their peers overseeing tour operations and retail and share important customer feedback with relevant departments to drive continual service improvement.  This position reports to the Senior Vice President, Operations, and is based in Toronto, ON.

What You’ll Do:

• Guide the Customer Relations team to successfully deliver balanced and timely resolutions to service challenges with the purpose of driving customer loyalty and retention.
• Create and maintain a spirit of customer advocacy within the team, guiding them to seek fair resolution on behalf of the customer and in partnership with our suppliers. 
• Maintain brand tone in our written response to our customers feedback.
• Provide guidance, response and leadership for sensitive cases to minimize risk and reputational damage to the Sunwing Vacations Group.
• Monitor quality trends identified through in-destination and post-travel customer feedback.  Share trends with internal departments and suppliers to drive improvements to our products and services.
• Establishing and Overseeing Performance Targets (KPI / Metrics) that drive customer satisfaction.
• Employee management and development - develop direct reports for personal and career growth with a focus on employee retention and succession planning.
• Continual process review and improvement
• Develop and maintain supportive relationships with our retail & service provider partners such as hotels, travel agencies & destination management company.
• Business planning with focus on the evolving needs of the customer and team
• Budget / Forecasting-Workforce planning
• Special projects and other duties as assigned.

What You’ll Need:

• Previous 5-7 years experience in coaching, leading, development and motivation of high-performance teams
• Skilled with previous experience at leading a team positively through change management while maintaining successful team performance.
• Able to pivot priorities for the team quickly with effective and timely communication.
• Exceptional understanding of customer behaviour with a focus on effective problem resolution & sensitive claims management
• Strong business acumen: adept at achieving balance between customer satisfaction and needs of business.
• Experienced in report analysis; trendspotting
• Self-motivated with effective time management skills, able to manage a varied workload and juggle numerous projects/problems concurrently while achieving deadlines.
• Highly effective at building internal/external relationships.
• Exceptional written and oral customer communication skills
• Comfortable with communicating directly to escalated customer feedback requiring a senior management response.
• Previous experience working with Salesforce recommended.
• Previous experience working with Power BI and/or TTS an asset.
• Previous working experience in the travel industry an asset.
• TICO Certification recommended.