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Conseiller(ère) - expérience client (in french only)

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RAISON D’ÊTRE

Sous l’autorité de la directrice des ressources humaines, des communications et de l’expérience client, ce poste a pour principale raison d’être d’améliorer l’expérience client. Les stratégies proposées doivent être en adéquation avec le mandat de la SHDM, expert en immobilier responsable à Montréal.  Elles doivent également permettre de faire rayonner la Société et de développer et maintenir des partenariats avec les secteurs publics, communautaires et privés à Montréal. Le titulaire du poste gère une équipe de deux employés.

 

PRINCIPALES RESPONSABILITÉS

Le titulaire du poste :

  •     Soutient la Société pour définir son approche en expérience client;
  •     Conseille  la direction générale et les directions sur les orientations stratégiques à prendre en terme d’expérience client;
  •     Pose un diagnostic sur l’expérience client, identifie les pistes d’amélioration et propose des solutions innovantes;
  •     Élabore des stratégies et des programmes d’amélioration de l’expérience client;
  •     Dirige et assure la réalisation de différents mandats ayant un impact sur la qualité de l’expérience client;
  •     Met en place un système de gestion de la relation client (CRM) incluant la création d’une base de données centralisée des clientèles de la SHDM;
  •     Soutient et outille les employés pour répondre aux besoins de nos clients, particulièrement au niveau de l’accompagnement social;
  •     Développe et entretient des partenariats nécessaires à la réalisation des mandats;
  •     Soutient son équipe et assure un contrôle qualité sur les messages diffusés;
  •     Assure une vigie des tendances, nouveautés et meilleures pratiques en expérience client;
  •     Assure, conjointement avec l’équipe des communications, un contrôle qualité en matière d’intégration des messages clés, de positionnement et de l’image de marque de la Société;
  •     Identifie et met en place les indicateurs de performance de son secteur;
  •     Assure, conjointement avec l’équipe des communications, le respect des normes graphiques dans l’ensemble des outils de diffusion imprimés et numériques.

 

EXIGENCES DU POSTE 

Le titulaire du poste doit :

  •     Détenir un diplôme universitaire de premier cycle dans une discipline appropriée (ressources humaines, communication, sociologie, anthropologie…);
  •     Posséder un minimum de trois (3) années d’expérience dans le domaine de l’expérience client;
  •     Posséder une expérience dans les systèmes de gestion de la relation client (CRM);
  •     Avoir une expérience dans la gestion d’équipe;
  •     Avoir une expérience en accompagnement social ou communautaire constitue un atout;  
  •     Avoir une expérience en milieu municipal ou parapublic constitue un atout;
  •     Maîtriser les outils de la suite MS Office.

 

COMPÉTENCES ET QUALITÉS RECHERCHÉES

Le titulaire du poste doit :

  •          Avoir une bonne maîtrise du français et de l’anglais, tant à l’oral qu’à l’écrit;
  •          Avoir une bonne capacité rédactionnelle;
  •          Avoir d’excellentes habiletés relationnelles;
  •          Être innovant, créatif;
  •          Avoir un esprit d’analyse et de synthèse;
  •          Être autonome et organisé;
  •          Être stratégique mais également opérationnel.


RÉMUNÉRATION

L’échelle salariale pour le poste est de 62 972 $ à 90 522 $ au 1er janvier 2019.

Les personnes intéressées et éligibles peuvent soumettre leur candidature, accompagnée de leur curriculum vitae, en spécifiant le titre de l’emploi postulé au plus tard le 22 novembre 2019 à 16 h 30 aux ressources humaines par courriel à rh@shdm.org.

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Looking for information on accreditation Accès Condos for residential projects? Would you like to be notified of the upcoming dates for submitting proposals for an Accès Condos accreditation? Join our mailing list and ask us your questions by filling this form.

Activities fields
How did you hear about the Condo Access Program ?
I WOULD LIKE TO REGISTER FOR THE SHDM MAILING LIST AND BE INFORMED OF THE UPCOMING DATES FOR SUBMITTING PROPOSALS FOR AN ACCÈS CONDOS ACCREDITATION.
I WISH TO MEET A SHDM REPRESENTATIVE TO OBTAIN INFORMATION ON THE ACCÈS CONDOS PROGRAM AND ITS ACCREDITATION PROCESS.
I WISH TO OBTAIN THE SPECIFICATIONS TO MEET FOR AN ACCÈS CONDOS PROGRAM ACCREDITATION IN ORDER TO SUBMIT A PROJECT.

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Refinancing (Cession of rank)

Is there a change of financial institution?
If yes, please specify the name of your former financial institution.
Attachment to include (copy of the loan agreement and a copy of the mortgage deed)
Non-compulsory. Required if the application is approved.
Copy of the loan agreement
Copy of the mortage deed

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Time for processing and approval:
Up to 30 days after receiving all requested documents and information.

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Pursuant to the Accès Condos Agreement, the SHDM may revise the reference price for the purpose of evaluating the part of the reimbursable increase in value if the sale price does not reflect the property’s market value.

Time for processing and approval:
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Approval of resale price

Does this transaction include a parking space?
Have you received the official purchase offer?
If yes, please attach a copy of the documents.
Attachment (if applicable to your situation, join the offer of purchase received)

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Transfer between joint purchasers or assignment of property

Please attach the documents required for the evaluation of the application.
Copy of the acceptance letter from the financial institution to transfer the mortgage to the assignee
Bank statement confirming current outstanding loan balance
Copy of the deed of assignment

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Time for processing and approval:
Up to 21 days after receiving all requested documents and information.

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Form for registering on the list of SHDM suppliers

In accordance with the Act respecting access to documents held by public bodies and the protection of personal information, to which the SHDM is subject as a public body, the supplier consents to the disclosure of his data entered in this registration form.

The SHDM appreciates your interest and thanks you for having filled out this form. By being on our list of suppliers, we will be able, if necessary, to invite you to send us a quotation (bid).
SHDM is under no obligation of any kind to suppliers who fill out the form.
Do you have any purchase-related questions? Email your questions directly to: approvisionnement@shdm.org

At any time, consult our call for tender notices on the SEAO site at www.seao.ca to check whether calls for tender in your area of activity have been posted by SHDM.

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In the event of disparity between the amounts produced with this calculator and those of the statement of account produced by the SHDM, the latter has priority.

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Request for service

To facilitate the process and to better serve you, you can make a request for service online by filling out this form. In addition to being a safe and reliable way to make your request, you will receive a confirmation by email with a tracking number.

If it is an urgent repair (Example: a non-functional toilet, a water leak, a heating break), call 514 380-SHDM (7436) immediately. 24/7 emergency service is available.

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Briefly describe the nature of your request:

Please submit any additional information to help the employee who will access your apartment (if needed). For example, is there an alarm system? Do you have a pet (dog, cat)?

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In all cases, a representative of the SHDM will contact you as soon as possible before going to your home.

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