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Client Experience Manager
We are a full-service Canadian fundraising agency on a mission to inspire fundraising and make our world a better place. We do this by partnering with some of the largest and most respected charities in Canada and provide world-class fundraising experiences by phone that raise funds for child sponsorship, international relief and development, healthcare, animal protection, and other worthwhile causes.
We are currently looking for a Client Experience Manager to join our innovative and fast-growing team.
You will be responsible for overseeing and managing fundraising campaigns, including their setup, implementation, delivery and wrap up, and you will work closely with cross-functional internal and client teams to ensure deliverables are met on time and on budget. You will manage day to day reporting and client communication. You should be a natural task-manager, organized and detail-minded, and thrive on taking ownership of teams and projects. You are solutions and outcome-focused. You are technically savvy, proficient with data reporting in excel and comfortable with current BI tools. You work well on a team but are independently driven. And most importantly, you have great communication skills with a proven track-record of success in a fast-paced environment. Previous call centre or agency experience is strongly preferred but not required.
This is a full-time, permanent, work-from-home position, available across Canada.
Job Description:
- Working independently on structured daily and weekly data and reporting processes
- Ensure all tasks completed or addressed on time and all respective internal stakeholders know the status of deliverables
- Work closely and maintain excellent communication with internal departments and key client contacts on a day-to-day basis
- Help facilitate the planning and execution and monitoring of ongoing and upcoming campaigns
- Organize and update reporting tools to help facilitate internal and external status meetings
- Collaborate with internal team members to support existing campaigns in tracking issues and providing resolutions
- Produce meeting agendas, call notes, trackers, and budgets, and ensure pre-work and research is done prior to meetings
- Work closely with team members to manage timelines and follow-up on tasks as needed to ensure deliverables are met
- Always work to continually improve the process, task, campaign, communication and client management experience
- Provide thought leadership in ways of improvement, keeping up to date on relevant product knowledge, consumer and industry trends
- Be proactive and contribute to the greater good of clients by always communicating questions, comments, concerns, or be ready to take on additional responsibilities
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