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For Companies At a Glance
- Tasks: Lead and coordinate global customer experience initiatives for a specific business unit.
- Company: CSA Group is a global leader in testing, inspection, and certification services.
- Benefits: Enjoy a dynamic work environment with opportunities for international travel and professional development.
- Why this job: Join a culture focused on service excellence and make a real impact on customer satisfaction.
- Qualifications: University degree or diploma in Engineering; 5+ years of TIC certification experience required.
- Other info: We value diversity and are committed to creating an inclusive workplace.
The predicted salary is between 48000 - 72000 £ per year.
Overview
CSA Group is building a world-class team focused on customer experience globally. Headquartered in Canada with a global footprint, CSA Group tests, inspects and certifies a wide range of products to meet safety, performance and environmental standards.
Job Summary
Job Title: Senior Manager, Customer Experience
Date: July 2025
Division/Dept: TIC/Operations
Primary Function: Responsible for leading, developing and coordinating CSA Group’s customer experience initiatives for a specific Global Business Unit (Medical, Industrial or Home & Commercial) for all Regions globally. Accountable for administering our customer surveys and improving associated results, bringing learnings from customer service surveys to Operations and Commercial Unit, and providing plans and preventative measures to ensure service issues are not repeated. Instills a culture of service and compliance, and develops annual ACDC in-person and online training for all customer-facing staff globally and within the respective GBU. Acts as a resource to customer-facing staff to resolve certification project issues or quotes. Provides guidance to Operations Project Managers to ensure key accounts receive a high level of service. Develops and conducts customer service audits for all customer-facing staff within the GBU.
Responsibilities
- Lead, develop and coordinate customer experience initiatives for the assigned Global Business Unit (GBU) across regions.
- Administer customer surveys and drive action plans to improve results; translate learnings to Operations and Commercial units.
- Instill a service culture and ensure customer interactions demonstrate compliance.
- Develop and conduct annual ACDC training for all customer-facing staff globally and within the GBU.
- Support customer-facing staff to resolve certification project issues or quotes.
- Provide oversight to Operations Project Managers to ensure superior service for key accounts.
- Conduct customer service audits for all customer-facing staff in the GBU.
Working Relationships
- Reports to: VP Customer Experience.
- Direct reports: Operational Project Managers and Operational Project Specialists (across GBUs).
- Peers include Directors of Operations, Commercial Directors and other senior leaders across CSA Group.
Dimensions
- Member of the Operations Division.
- Up to 5 Operations Project Managers/Specialists may report to the Customer Experience Director.
- Leads cross-functional teams to implement a global customer experience strategy for the respective GBU.
Qualifications
- University Degree or College Diploma in Engineering or related field; MBA is a plus.
- Minimum 5 years of TIC certification experience or equivalent; familiarity with international/regional regulations, accreditation and notification requirements.
- Business planning/execution experience for multiple markets.
- Excellent communication and interpersonal skills.
- English required; local language skills preferred.
- Ability to work in a fast-paced, team environment with multiple stakeholders and priorities; negotiation and diplomacy skills.
- Ability to influence and network without direct authority.
Work Environment
- Normal office environment; travel internationally to all regions.
- Mix of standing, sitting, walking; light lifting; strong attention to detail.
- Ability to participate in MS Teams calls across time zones; fast-paced, deadline-driven.
Preferred Education & Experience
- English and local language skills; ability to work in multiple markets.
CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. Please contact us at HREurope@csagroup.org if you require accommodation in the interview process.
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Senior Manager, Customer Experience employer: CSA Group
Contact Detail:
CSA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Customer Experience
✨Tip Number 1
Familiarise yourself with CSA Group's customer experience initiatives and their specific Global Business Units. Understanding their approach will help you align your experience and ideas with their goals during discussions.
✨Tip Number 2
Network with current employees or industry professionals who have experience in TIC certification. They can provide insights into the company culture and expectations, which can be invaluable during your interviews.
✨Tip Number 3
Prepare to discuss your experience in leading customer service audits and developing training programmes. Be ready to share specific examples of how you've improved customer satisfaction in previous roles.
✨Tip Number 4
Showcase your ability to work in a fast-paced environment by highlighting relevant experiences where you successfully managed multiple stakeholders and priorities. This will demonstrate your fit for the dynamic nature of the role.
We think you need these skills to ace Senior Manager, Customer Experience
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior Manager, Customer Experience position. Understand the key responsibilities and qualifications required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer experience initiatives, particularly in a TIC certification context. Use specific examples that demonstrate your ability to lead teams and improve customer satisfaction.
Showcase Leadership Skills: Since this role involves leading cross-functional teams, make sure to highlight your leadership skills. Discuss any previous roles where you successfully managed teams or projects, and how you instilled a culture of service.
Tailor Your Application: Customise your CV and cover letter to reflect the language and values of CSA Group. Mention their commitment to diversity, equity, and inclusion, and how your personal values align with theirs.
How to prepare for a job interview at CSA Group
✨Understand the Customer Experience Landscape
Familiarise yourself with CSA Group's approach to customer experience. Research their current initiatives and be prepared to discuss how your experience aligns with their goals, especially in the context of the Global Business Unit you would be managing.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've successfully led teams, developed training programmes, or implemented customer service strategies in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer service issues. Think of specific scenarios where you've resolved conflicts or improved customer satisfaction, and be ready to share these stories.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to discuss how you've communicated with various stakeholders in the past, and consider how you would ensure clear communication across different regions and teams at CSA Group.
