Gestionnaire expérience client
Core
Mobilize and support the Vidéotron Customer Experience team to deliver exceptional service and meet performance targets for events and operations.
Role type
Senior Customer Experience Manager (Events & Operations)
Builds
Customer experience programs, event operations, and team performance outcomes for Vidéotron
Domain
Telecommunications / Event Operations / Customer Service
Required skills
Team leadership, budget management, operational planning, stakeholder collaboration, performance analysis, process improvement, AI tool implementation
Preferred skills
Event operations knowledge, Microsoft Office suite, project management tools (ABI, Smartsheet)
Technologies
Microsoft Office, ABI, Smartsheet, AI tools
Responsibilities
Mobilize and support the Customer Experience team; orchestrate priorities, deadlines, and resources; develop team talent; plan and optimize human, material, and financial resources; ensure service standards and collective agreement compliance; collaborate with internal and external partners; intervene in operational issues; analyze customer feedback and performance metrics; contribute to process evolution; implement new work methods using AI.
Seniority
Senior, hands-on IC with team management
