Client Excellence Manager

Company Description

WHO ARE WE?

Dexterra Group (TSX: DXT) is a leading provider of support services and infrastructure support solutions across Canada and the United States. Through our diverse businesses, we deliver facilities management, food services, remote workforce accommodations, forestry services, and other operational solutions that help organizations operate safely, efficiently, and sustainably.

For more than 80 years, Dexterra has supported clients across a wide range of industries and environments, from commercial and institutional facilities to remote worksites and natural resource operations. We are committed to delivering exceptional service while creating meaningful opportunities for our people, clients, and communities.

Work That Matters, People Who Care.

Job Description

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

WHAT'S 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 YOU'LL 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 WE'RE 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 driver’s 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

WHAT’S IN IT FOR YOU?

• Be part of an industry that's 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.

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