Customer Experience Manager

Campana Systems

Customer Experience Manager – Travel Solutions

Location: Canada/United States

Hybrid role (will consider remote for the right candidate)

About the Role:

As our Customer Experience Manager, Travel Solutions you will lead and optimize the customer journey for our travel agency clients. This role bridges the gap between customer needs and our product, ensuring satisfaction, retention, and long-term success.

You will collaborate closely with Auto club Travel business units (AAA and CAA) to ensure the successful launch, implementation, and training of software. In this role, you will assess, recommend, and strategize the rollout of solutions tailored to the customer.

Additionally, you will play a key role in the entire product lifecycle, including planning, delivery, and marketing of our Travel Solution.

A key element of this role is visiting our customers in person - this role typically travels up to 20% of the time. Travel is limited to North America.

About the Travel Product:

Our Travel Product allows the travel agencies to have end to end visibility of the travel booking process. Our product seamlessly connects with many other tools to better track financials, customer information, and point of sales experience. Other features include itinerary management, CRM, supplier management, reporting and analytics, and compliance and legal support.

What you'll do:

• Relationship Management: Act as the primary point of contact post-sale, building trusted relationships with customers.

• Support Escalation: Oversee resolution of complex client issues by coordinating with Support, Product, and Engineering teams.

• Customer Insights: Gather feedback from customers to inform product development and improve service delivery.

• Retention & Engagement: Monitor customer health metrics, proactively address churn risks, and drive adoption of new features.

• Process Improvement: Analyze the customer journey and recommend changes that improve satisfaction and efficiency.

• Knowledge Base & Training Materials: Collaborate with the training team to maintain up-to-date resources and guides tailored to travel agency workflows.

Competencies:

• Commitment and Accountability: Demonstrates a strong sense of responsibility, consistently meeting challenging deadlines while remaining adaptable to shifting customer priorities.

• Integrity and Trustworthiness: Upholds ethical standards in all tasks, ensuring customer satisfaction without compromising quality or cutting corners.

• Quick Learner and Analytical Thinker: Exhibits the ability to rapidly grasp complex concepts and software, processing detailed information efficiently.

• Strong Organizational and Planning Skills: Effectively plans, organizes, and schedules tasks to maximize productivity and achieve team goals.

• Problem-Solving and Innovation: Skilled in analyzing complex issues and developing innovative solutions using available resources.

• Willingness to Travel: Comfortable with regular travel across North America as required.

• Proactive Approach: Takes initiative and anticipates customer needs, acting in the best interest of the customer without needing direction.

What we're looking for:

• 7-10 years of experience in the Travel and technology space

• Experience with enterprise business applications and project implementations, including running projects from end to end

• Experience turning customer requirements into a system design or deliverable solutions

• Excellent interpersonal, written/verbal communication and customer service skills

• University degree, relevant college diploma or equivalent related work experience

What is nice to have but not a deal breaker:

• Proficiency in 3rd party applications (Microsoft Office, Jira, Confluence)

• Auto club industry or a related service field

• CTC – Certified Travel Counselor and/or CTIE – Certified Travel Industry Executive certification

• Business intelligence/data warehousing/business analytics​

AxisExemptThe estimated base salary range for this role in the United States is $58,400.00 - $87,600.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected]: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.#LI-HP1#Axis