Service Excellence Manager | Customer Service Management

Toronto, Canada

Plaza Premium Group

Range for this role: $80,000-$90,000 CAD

*Please note, this is an on-site role*

Plaza Premium Group is the global leader in airport lounges and hospitality! With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

We are seeking a dynamic and strategic Service Excellence Manager to lead initiatives that enhance customer satisfaction and service quality across the organization. This role is pivotal in developing and implementing service excellence strategies, fostering a customer-centric culture, and driving continuous improvement.

Responsibilities:

Service Strategy Development

• Design and execute customer service excellence strategies aligned with organizational goals.

• Ensure service initiatives support the company’s broader business objectives.

Customer Experience Management

• Analyze customer feedback and service data to identify improvement opportunities.

• Develop and implement action plans to enhance customer experience.

• Promote a customer-first mindset across all departments.

Service Quality Monitoring

• Establish and maintain a robust service quality program.

• Conduct regular audits and assessments of service processes.

• Monitor key performance indicators (KPIs) to evaluate service delivery.

Team Leadership & Development

• Lead, coach, and mentor customer service teams to deliver outstanding service.

• Create and manage training programs focused on service skills, product knowledge, and communication.

• Inspire and support team members to achieve performance goals.

Reporting & Analysis

• Prepare and present reports on service performance, trends, and improvement opportunities.

• Use customer satisfaction data to recommend service enhancements.

Collaboration & Cross-Functional Communication

• Partner with sales, marketing, and operations to ensure consistent service excellence.

• Provide actionable insights to improve products and services based on customer feedback.

Innovation & Continuous Improvement

• Stay informed on industry trends, best practices, and emerging technologies.

• Champion a culture of innovation and continuous improvement within the team.

Compliance & Standards

• Ensure adherence to company policies, procedures, and industry regulations.

• Promote consistent service standards across all customer touchpoints.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or related field (preferred).

• 5–7 years of experience in customer service or service excellence roles, including 2+ years in a managerial capacity.

• Demonstrated success in improving service quality and customer satisfaction.

• Excellent communication, interpersonal, and presentation abilities

• Skilled in coaching, facilitation, and delivering impactful training

• Adept at resolving conflicts and solving complex problems

• Proven leadership experience with a focus on building cohesive teams

• Analytical mindset with the ability to interpret customer feedback and performance metrics.

• Highly organized with effective time-management skills.

• Proficiency in Microsoft Office Suite and customer service software/tools.

LANGUAGES

• English required; French and any other languages is an asset.

CERTIFICATIONS

• Certification in Customer Service Management or Quality Management is a plus.