Ecocert Canada is seeking a permanent, full-time Client Relations Service Manager. This position can be based at an Ecocert office (Québec City, Lévis, Guelph, or Saskatchewan) or from the selected candidate’s home.
Key responsibilities:
- Manage, coach, and develop a team of 7 people dedicated to client relations.
- Optimize the customer experience, primarily for agri-food activities (organic, food safety, sustainable agriculture).
- Take charge of managing and resolving complex, delicate, or sensitive situations.
- Lead a continuous improvement approach to strengthen operational efficiency and service quality.
- Maintain a high level of customer satisfaction and monitor related performance indicators.
- Represent Ecocert at conferences and targeted events aligned with strategic priorities.
- Develop, formalize, and share best practices to increase the value added delivered to our clients.
- Foster cross-functional collaboration, particularly with Sales leadership and Operations teams, to ensure alignment and smooth processes.
- Define and deploy actions aimed at optimizing our market share for our current certification offerings.