Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning.

As a Director Customer Experience you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here!

What you’ll be doing:

• Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction
• Oversees client accounts to ensure successful program execution, contract compliance, and service excellence
• Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner
• Drives customer retention, contract renewals, and revenue growth across an assigned portfolio
• Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business
• Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences
• Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders
• Develops and implements best practices, tools, and processes to optimize account management and customer outcomes
• Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team
• Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning

What we’re looking for:

• A degree in Marketing, Business Administration, HR, or a related field
• Minimum 5 years of experience in account management within a B2B environment, including at least 2 years in a leadership or supervisory capacity
• Demonstrated success leading, coaching, and developing high-performing teams
• Strong track record of managing client relationships, with the ability to drive customer satisfaction, retention, and revenue growth
• Proven ability to analyze data, identify trends, and leverage insights to inform business decisions and strategies
• Exceptional communication and presentation skills, with the ability to influence and build relationships at all levels
• Solid business acumen, with experience in consultative selling and identifying growth opportunities within existing accounts
• Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced environment
• Proficiency with CRM platforms (e.g., Salesforce) and Microsoft Office tools

Why work with us

Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference!

As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions.

Join us at Homewood Health™ and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

This job posting is for an existing vacant position within the organization.