Customer Experience Manager

About the Role Robert Half is seeking a Customer Experience Manager to oversee the architecture, strategy, and ongoing enhancement of customer experience platforms in Toronto, Ontario. You will connect business goals with technical execution, turning customer feedback and behavioural insights into practical improvements across digital and customer-facing channels. The role also includes leading a high-performing team, managing external vendors, and guiding platform initiatives that support personalization, reporting, and service excellence. What You'll Do

• Lead the direction, administration, and continuous improvement of customer experience platforms, with strong emphasis on Qualtrics and related engagement tools.
• Partner with business and technology teams to translate guest feedback, sentiment data, and operational priorities into scalable platform solutions.
• Oversee technical delivery for platform enhancements, integrations, and feature rollouts that improve insight gathering and customer engagement.
• Manage the product roadmap by setting priorities, coordinating timelines, and aligning initiatives with organizational objectives.
• Supervise and support team members responsible for platform performance, implementation activities, and ongoing optimization.
• Build and maintain productive relationships with vendors and external partners to ensure reliable service delivery and value from platform investments.
• Work across cross-functional groups to drive projects involving CRM, security considerations, and omni-channel customer experience capabilities.
• Establish processes and reporting approaches that turn customer data into actionable recommendations for improving guest experiences.
• Coordinate with internal and external product stakeholders to deliver initiatives efficiently and maintain alignment on scope, risks, and outcomes.
• Bachelor’s degree in Business, Information Technology, Computer Science, or a related discipline.
• 5+ years of technical experience in CX platforms, customer engagement technology, or comparable digital experience environments.
• Hands-on expertise with Qualtrics and familiarity with CRM and Customer Data Platforms
• Demonstrated success in customer experience strategy, omni-channel engagement, lead generation, and consumer insight initiatives.
• Previous project management experience with the ability to manage priorities, timelines, and multiple stakeholders.
• Proven ability to work effectively with cross-functional teams that include varied business functions, technical specialists, and external partners.
• Strong understanding of platform delivery, system integration concepts, and technology governance, including security awareness.
• Experience implementing customer loyalty programs.

This role would require 3 to 4 days a week in-office.