Customer Experience & Retention Manager (Bilingual)

Our client is a leading Canadian e-commerce organization seeking a passionate and customer-focused Customer Experience & Retention Manager to own and elevate the end-to-end customer journey.

This is a role for a bilingual professional who thrives in a fast-paced environment and understands that exceptional customer experiences drive customer loyalty, brand reputation, and long-term business success. Reporting into leadership, you will act as the voice of the customer, leading customer experience initiatives, managing critical customer interactions, and leveraging technology, automation, and data to continuously improve service delivery.

What You'll Be Doing:

• Manage the day-to-day customer experience function, ensuring exceptional service across all customer touchpoints.
• Own and optimize customer service technology stack
• Manage and optimize customer-facing knowledge bases, ensuring AI tools and service teams have accurate product, sizi...