Project Manager – Customer Experience

To support its growth, Lanla is looking for a Project Manager with hands-on experience coordinating customer experience programs.

Lanla is a Canadian company specializing in measuring and improving customer experience. We combine mystery shopping programs, Voice of the Customer surveys, CX metrics and technology to help organizations improve the experience they deliver to their customers. Our proprietary Hexia platform enables clients to manage their programs and track results.

Reporting to the Vice President of Customer Experience, you will coordinate programs for a portfolio of clients, from planning through delivery. You will ensure deadlines are met, deliverables meet quality standards and clients are satisfied through thorough, proactive support.

Responsibilities

• Manage a portfolio of clients and ensure projects run smoothly, from planning through delivery;
• Coordinate the implementation and ongoing monitoring of mystery shopping and Voice of the Customer (VOC) survey programs;
• Ensure compliance with project schedules, budgets and quality standards;
• Act as the main point of contact for clients and maintain proactive, structured, solution-oriented communication;
• Work closely with internal teams to ensure efficient, seamless project execution;
• Monitor and analyze results and customer experience metrics, including NPS, the Customer Experience Index (IEC), CSAT and CES, to develop practical, relevant recommendations;
• Support clients in their online reputation management strategy;
• Identify account development opportunities and propose initiatives that add value;
• Master and use internal platforms, including Hexia, and technology tools to optimize project management and deliverable quality;
• Use artificial intelligence tools, such as ChatGPT, Claude or Codex, to automate recurring tasks, simplify processes and improve operational efficiency, while verifying the reliability of the results;
• Identify and implement automation and continuous improvement opportunities in work methods;
• Use data and analytics tools to facilitate reporting, performance tracking and preparation of client deliverables;
• Contribute to the development of tools, procedures and internal documentation to support knowledge sharing and adoption of new technologies;
• Perform other related duties.

Qualifications

• University degree in business administration, marketing or a related field;
• 3 to 5 years of experience in project management or coordination;
• Ability to manage projects independently while working with multidisciplinary teams;
• Ability to take ownership of a client portfolio with limited supervision;
• Strong Excel skills;
• Comfortable using technology tools and SaaS platforms;
• Interest in customer experience and reputation management;
• Bilingualism in French and English is a significant asset.

Key Skills

• Excellent organizational and priority management skills;
• Ability to manage multiple projects simultaneously;
• Thoroughness and attention to detail;
• Excellent communication skills;
• Strong customer service orientation;
• Independence, initiative and a proactive approach;
• Analytical mindset and results orientation;
• Good understanding of customer experience and online reputation;
• Team spirit and collaboration;
• Proficiency with AI tools, particularly Codex;
• Ability to automate and optimize processes;
• Technological curiosity and resourcefulness;
• Adaptability in a constantly evolving environment.

Lanla offers a rewarding career in an innovative environment, a competitive salary, and a range of employee benefits including group insurance and a retirement savings plan (DPSP), along with a committed, collaborative team. We encourage professional development and offer real opportunities to grow within the company.

• Permanent, full-time position, 100% remote;
• Dental insurance;
• Retirement plan.