Client Excellence Manager

Take ownership of client experience programs and turn feedback into practical actions that strengthen satisfaction retention and business performance. 

WHATS THE ROLE

As Manager Client Excellence you will lead and continuously improve the Client Excellence Program connecting client feedback and relationship insights to measurable business outcomes. You will partner with leaders and cross-functional teams to strengthen client satisfaction retention renewal readiness and operational performance.

WHAT YOULL DO

• Lead Client Excellence priorities processes tools reporting standards client feedback protocols and business unit support. 
• Oversee client interviews surveys NPS follow-up dashboards action tracking and consistent documentation of client insights. 
• Identify satisfaction drivers relationship risks service concerns recurring themes and opportunities for continuous improvement. 
• Support client discussions business reviews RFP presentations performance improvement plans and follow-up activities. 
• Provide renewal rebid and retention intelligence based on client feedback relationship history risks strengths and service trends. 
• Develop executive reports Power BI dashboards client insight summaries business review materials and leadership presentations. 
• Partner with operations business development senior leaders and support functions to translate feedback into practical action. 
• Lead Client Excellence Specialists through workload planning coaching performance expectations reporting standards and program delivery. 

Qualifications :

WHO WERE LOOKING FOR

• 5 years of relevant experience in client excellence customer experience account management operations support business analysis customer success or retention support. 
• Experience leading client feedback programs NPS processes satisfaction initiatives relationship management activities or retention-focused programs. 
• Demonstrated experience leading programs projects teams or functional areas with accountability for results and continuous improvement. 
• Strong business acumen analytical thinking stakeholder influence presentation communication and project management skills. 
• Experience preparing dashboards reports presentations executive summaries and actionable business insights for senior leaders. 
• Advanced knowledge of Microsoft applications and working knowledge of Power BI or similar reporting and data visualization tools. 
• A valid drivers licence and flexibility to travel as required. 

ALSO NICE TO HAVE

• Post-secondary education in Business Communications Hospitality Customer Experience Operations Marketing or a related field. 
• Experience with Microsoft Copilot survey platforms CRM systems dashboards reporting tools and client feedback systems. 

Additional Information :

WHATS IN IT FOR YOU

• Be part of an industry thats more important than ever!
• Award winning safety culture.
• Supportive team environment with room to grow together.
• Onsite Hybrid work model.
• Employee Referral Program.
• We are growing!
• Certified as a Great Place to Work 2025-2026!

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin age disability protected veterans status Indigenous status or any other legally protected factors. Special needs accommodation is available at all stages of the application process upon request.

We thank all applicants for their interest and will contact those candidates selected for interview.

Please Note: We kindly ask that staffing or recruitment agencies do not contact us regarding this opportunity. We are not accepting agency referrals at this time.

Remote Work :

No

Employment Type :

Full-time