DIRECTOR, Customer Experience and Innovation – Burnaby, BC
K-Bro Linen Systems Inc. (K-Bro) – a Canadian leader in laundry and linen services – has an immediate opening for a seasoned and energetic customer-centric professional, who inherently is willing to go above and beyond in pursuit of world-class customer experience and service. If you innately go the extra mile for your customer and possess a positive and personable energy together with a practical mindset, this could be the opportunity for you!
About K-Bro:
K-Bro - founded in 1954 – is a trusted leader in laundry and linen services with 10 facilities across Canada. K-Bro provides service to some of the most recognized healthcare and hospitality organizations across Canada. Today, K-Bro is an international company with a strong presence in the northeast of England and Scotland and employs over 2,600 employees. K-Bro is publicly traded on the Toronto Stock Exchange (TSX: KBL)
The Opportunity:
As the Director of Customer Experience and Innovation, not only will you play a critical role in ensuring world-class customer experience by leading a team of dedicated Customer Service Managers, you will also be a leader in implementing innovative products and services that will help transform linen and laundry services in healthcare. You will lead and actively take part on various governance committees made up of K-Bro’s senior leadership, as well as leaders and executives from key health organizations.
This role is critical to K-Bro’s success in British Columbia, and the successful candidate will have an opportunity to display their skills, talents and abilities in front of a wide range of internal and external stakeholders. Success in this role will be highly visible and measurable.
The Role:
As the title suggests, the role is comprised of two key components: Customer Experience and Innovation.
Customer Experience:
· Directly oversee the Customer Service Managers (CSM’s), which includes and is not limited to:
o Supporting, coaching, mentoring and leading each Customer Service Manager and helping them to develop into a best-in-class, solution-minded and engaging CSM
o Providing guidance to the CMS’s and take an active role in solving problems
o Ensuring that the CSM’s are optimizing their use of time and are engaged and in front of the customer as much as possible
o Fully leveraging systems and tools (ie. Salesforce) for the benefit of customers and internal management
o Other ad-hoc product & service innovation projects as assigned
· Work closely with the Site Based Operations Manager to ensure that the Customer Experience with our site-based staff and the services provided are best in class, and any concerns and issues are rectified swiftly in a coordinated manner.
· Represent Customer Service (CS) on initiatives and projects impacting CS and/or Customer Experience
· Be the first point of contact for the Health Authority Contract Managers on operational matters
o Liaise with CSM’s/Site Based Operations Manager/K-Bro’s Operations Manager, General Manager and Production Managers to address matters brought to attention
· Work closely with the General Manager on all CS related matters
Innovation:
· Play a leadership role in meeting or exceeding K-Bro’s contractual obligations to its healthcare customers in Vancouver and the Lower Mainland
· Take full accountability of leading and completing projects (including analysis, business case generation, preparing and making presentations, project implementation and final report generation) in the areas of:
o Annual Incentive Projects
o 5S / Lean / Decluttering Projects
o Product and service innovation (new and in-progress)
o New product trials and implementation (new and in-progress)
o Other ad-hoc product & service innovation projects as assigned
· Represent K-Bro on the Service Improvement Management Committee (SIMC)
· Represent K-Bro in site redevelopment projects
· Maintain excellent rapport with members of the Health Authorities
· Support other K-Bro facilities and General Managers on projects as assigned
· Identify and assess continuous improvement and innovation initiatives
· Chair K-Bro’s Innovation Forum
Qualifications, Skills, and Experience:
The Director, Customer Experience and Innovation shall be a seasoned professional, with exceptional written and verbal communication skills. In group settings, the Director will possess the skills to masterfully facilitate meetings, discussions, and negotiations, and will command and steer the group effectively and effortlessly. The Director is a logical problem-solver with the ability to manage problems and projects from end-to-end and will possess enough self-awareness to know when help is required.
More specifically,
· Expert communication skills (written/verbal/active listening/body language)
· Advanced computer literacy (MS Office, Salesforce, etc)
· Experience coaching and leading teams
· Advanced facilitation and negotiation skills
· 5 + years’ experience in front-line customer service – experience in a healthcare setting would be a great asset
· 3 + years’ project management experience
· Exceptional organizational skills
· Comfortable operating in a fast-paced environment with variable and uncertainties
· Passionate about making a difference and not afraid to challenge status quo
The Relationships:
The Director, Customer Experience and Innovation reports to the General Manager, with a dotted-line reporting to the Executive Director. Given the nature of the role and a close focus on products and suppliers, the position will also work closely with other key roles as noted below:
– CSM’s, Customer Service Administrator
– Site Based Operations Manager, Operations Manager, Production Managers, Contract Manager, Plant Controller, Director of Purchasing, Healthcare Plant General Managers, Director of KOR
– Health Authority Contract Managers and CMO members / Site Managers, Unit Managers, and Site Staff, Key Suppliers and Vendors
Compensation/Remuneration:
The remuneration package for this position will consist of a base salary and annual performance bonus, paid vacation, mileage reimbursement, and extended benefits. Each year will feature multiple opportunities to socialize with co-workers at company-hosted lunches/events, and year-end gatherings. Driving to work? No problem, there’s ample free parking on-site.
The base salary and annual performance bonus will range between $85,000 to $103,000, depending on the experience and the credentials of the successful candidate.
The position is an on-site position, primarily based out of K-Bro’s South Burnaby location, and will require travel to customer locations throughout the lower mainland.
Interested?
If you are confident that your experiences and abilities will set you up for success in this diverse and challenging role, please submit expressing your interest and sharing with us as much as possible, what makes you the best candidate for this exciting and challenging role.
K-Bro is proud of its diverse workforce and encourage applications reflecting diversity of marital or family status, age, sex, sexual orientation, gender identity or expression, racialization or ancestry, disability, political belief, religion, and/or status as a First Nation, Metis, Inuit, or Indigenous person.
Job Types: Full-time, Permanent
Pay: $85,000.00-$103,000.00 per year
Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: In person