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Customer care loyalty team manager

4 months ago

Island View NB, Canada Xplore Inc. Full time

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

We are looking for a Loyalty Team Manager - Customer Care in Fredericton/Woodstock /Cornwall locations. The hired candidate will oversee customer retention, loyalty, NPS, and churn mitigation in collaboration with Customer Care Leadership. They will manage the Loyalty Retention Team, demonstrating leadership, communication, and problem resolution skills. The role involves handling complex customer escalations, implementing motivational strategies, and analyzing NPS feedback. The Loyalty Team Manager ensures proactive customer outreach, conducts coaching sessions for process improvement, and is accountable for team performance and growth. Strong communication skills and flexibility for a dynamic work schedule are essential. Key responsibilities include:

• Effectively lead Loyalty/Hotline agents, ensuring day-to-day operations run efficiently, with a focus on growth through team management, coaching, and mentoring.
• Lead the Customer Retention team, support Customer Satisfaction Score Touchpoint Owners, mentor employees in proactive churn mitigation and Customer Satisfaction Score programs. Act as the prime contact for Loyalty/Hotline agents, and respond to customer inquiries, including VIP and High Incident cases, via phone, email, and in person.
• Oversee staff performance encompassing hiring and performance management, while ensuring optimal technical team performance aligned with business goals and KPIs.
• Offer process improvement suggestions for customer support, aiding the training team with materials, identifying areas for process flow enhancement, and providing suggestions for support articles.

The ideal candidate will possess:

• 3-5 years’ experience in customer retention and Customer Satisfaction Score environments and 2 years’ experience in trend analysis
• Completion of post-secondary education in a field or equivalent level of experience.
• Ability to think strategically and implement this to high performing employees.
• Excellent communication skills and the ability to transform high risk customer conversations into high retention outcomes.
• Experience within a contact center and an understanding of Customer Satisfaction Score is an asset
• Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
• Demonstrate conflict resolution and change management skills with the ability to work well under pressure.
• Capable of working on a variety of projects and coordinating multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills with the ability to communicate effectively with customers.
• Bilingualism (French/English) is an asset.

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As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

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