Customer Care Manager

Job Category : Sales, Marketing & Communication

Requisition Number : CUSTO001524

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• Posted : April 4, 2024
• Full-Time

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Champion Corporate Canada
th Street SW
Edmonton, AB T6X0P8, CAN

Changing the World, One Kibble at a Time

Champion Petfoods is expanding We are excited to announce we are looking for a Customer Care Manager to join our rapidly growing company.

Champion Petfoods is an award-winning pet food crafter with a reputation of trust spanning 35+ years. From our humble beginnings, founded in a small town in Alberta, Canada, Champion – with its ORIJEN and ACANA brands – is a key player in the global premium pet food industry. Our purpose, To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime , provides the foundation for our highest aspirations as a company. Being a partner to the communities that surround us – and the environment that sustains us – are top priorities.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

Here's the scoop – Summary

The Customer Care Manager is responsible for leading and engaging a team of Associates to deliver amazing service experiences across a variety of traditional and digital channels. The Customer Care Manager is a critical strategic position in the organization and will work closely with Corporate Affairs, Quality Assurance, Food Safety and Legal teams. Reporting to the VP Corporate Affairs, the Customer Care Manager will be responsible for the day-to-day management and leadership of the Customer Care Team to ensure Pet Lover (consumer) expectations are met or exceeded, resulting in consumer satisfaction, brand and company loyalty and advocacy. This leader will also handle issues that affect the company's reputation and will lead case management of escalated concerns and issues. This role will liaise with global distributors, our global regional teams, and the sales team as they handle inquiries from Pet Lovers and retailers regarding Champion products.

As the leader of the Customer Care Team, the primary responsibility is to ensure all Pet Lover concerns, issues and inquiries are managed in a timely, knowledgeable, and personable manner in which the Pet Lover feels they have had a positive experience. Oversight of the Team includes responsibility for workforce management, quality assurance, team coaching and development.

The Customer Care Manager works a hybrid schedule both from home and out of our corporate office in South Edmonton.

What a typical day looks like:

• Develop a strong Customer Service team through effective recruiting, training, and ongoing coaching.
• Ensure we provide the best customer service in the pet food industry by delighting pet lovers and exceeding their expectations. Encourage "surprise & delight" experiences and lead the team to meet or exceed agreed upon service level metrics, time it takes to close cases and improve quality metrics.
• Maintain and improve Customer Care operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and supporting quality assurance programs.
• Protect the business by identifying risks and opportunities and escalating appropriately.
• Identify how to continually evolve the function within a fast-paced and growing business by evaluating the technical capabilities and best practices needed to deliver the best possible service to pet lovers. This includes partnering with the IT department to utilize technology to achieve maximize effectiveness.
• Track individual and team performance metrics to better identify, measure and improve opportunities in performance, processes, tools and training.
• Be knowledgeable about all ORIJEN and ACANA products and the channels where the products are sold.
• Oversee the creation and updating of launch and discontinuation FAQs, all standard and nutritional information, Quality Assurance letters and other assets liaising with Research & Innovation, QA, Food Safety and Marketing.
• Oversee escalations in social media, providing direction as needed and coordinating with the Social Media Team.
• Monitor major customer Rating and Review sites, including Amazon, Petco, Chewy and owned Brand sites. Analyze and report on emerging trends, concerns, or notable findings.
• Track and analyze departmental data and metrics to identify trends, make decisions, and manage performance.
• Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the Pet Lover experience.
• Manage the company's Customer Service budget.
• Stay abreast of pet food category global regulations, nutritional standards, and operational details in our facilities.
• Develop and maintain KPI metrics measuring performance each month. Report service level standards and achievements monthly to VP, Corporate Affairs.

What are we looking for?

• 7+ years' experience in a Contact Centre role
• Proven management experience with 5 or more direct reports.
• Bachelor's degree in Public Relations, Marketing/Business or a Science/ Technology
• Experience in analyzing and interpreting the needs of clients and resolving customer care and client issues by offering appropriate options or solutions.
• Experience in identifying and escalating product quality issues and other sensitive concerns that could create risk for the business.
• Strong customer service focus with good troubleshooting skills and ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Exceptional conflict management, resolution, negotiation, and objection-handling skills with ability to respond quickly in a fast-paced and often-changing environment.
• Exceptional communication skills, both verbal and written, and solid interpersonal skills that create opportunity to build and maintain successful relationships with other corporate departments, key business partners, and customers.
• Ability to work efficiently in a busy environment with a strong ability to prioritize work and tackle multiple challenges.

What can you expect from Champion?

• Safety: a strong commitment to ensure all people are provided with a safe, healthy and respectful environment.
• Earnings: Competitive Wages that give financial peace of mind, RRSP with Company, and donation matching.
• Industry Competitive Benefits: Medical, Dental, Vision and Employee Assistance Programs to meet your individual or family needs.
• Continuing Education: In House & Online Learning & Development, as well as an Education Assistance Program.
• Quality: a dedication to uphold the highest standards of authenticity, nutritional integrity, and food safety, to earn the trust of Pet Lovers everywhere.
• Other Perks: Free Bag of Premium Pet Food each month, Free Parking and more

What are you waiting for? Join the pack

Come as you are.

We value diversity in all forms and know the power it can bring. Workplace equality allows for creative ideas to bloom, diverse points of views to be heard, and increases overall happiness. That sounds pretty good to us.

Champion is an equal opportunity employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other creed, you are wanted here.