Manager, Customer Service Project

Overview

Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.

Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.

Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.

Job Summary

Reporting to the Senior Director of Distribution & Customer Service, the Manager will lead an efficient, AI-enabled, personalized, and luxury-inspired customer experience.

The Manager oversees a portfolio of customer service initiatives, including IT enhancements and issue resolution throughout the year. This includes implementing new software, optimizing existing systems (e.g., Salesforce workflows, dashboards, and chatbots), and improving operational processes. They are responsible for the full project lifecycle, from initial concept to post-implementation support.

Main Responsibilities:

• Develop business cases, lead RFPs, and document technical requirements;
• Design and continuously improve a personalized, “luxury-inspired” customer experience;
• Identify opportunities to enhance service quality, efficiency, and customer satisfaction;
• Lead, coach, and support a small team; set priorities and monitor performance;
• Manage a portfolio of CS and IT projects (e.g., Salesforce, WFM, QA tools, AI/chatbots);
• Oversee full project lifecycle: planning, execution, testing, launch, and support;
• Ensure projects are delivered on time, within scope, and aligned with business goals;
• Drive Salesforce enhancements by gathering agent feedback and identifying needs;
• Lead testing of new features and support implementation;
• Create training materials and support onboarding for new tools/processes;
• Drive adoption and manage change across teams;
• Analyze workflows and implement scalable process improvements;
• Standardize best practices across customer service operations;
• Monitor and improve chatbot/phonebot performance (e.g., containment rate);
• Coordinate issue resolution across departments and communicate progress to teams;
• Partner cross-functionally (IT, Procurement, Operations, Logistics, Finance);
• Act as liaison between business and technical stakeholders;
• Present updates, insights, and recommendations to senior leadership.

Qualifications and Competencies:

• Degree in Business Management, Industrial Engineering, or equivalent experience;
• 5+ years leading change and process improvement projects (customer service experience preferred);
• Consulting experience is an asset;
• Proficient in Microsoft and Google Suite;
• Experience with customer service platforms and tools;
• Strong multitasking and prioritization skills;
• Proactive, self-motivated team player with strong business acumen;
• Problem-solving mindset with a high sense of accountability;
• Excellent communication skills
• Bilingual (French & English) for daily interaction with internal and external stakeholders.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

GDI has been repeatedly voted one of Montréal’s Top Employers and one of Canada’s Top Employers for Young People.

Our promise…

No day will be like the last—we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.

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