Bilingual Consumer Experience Specialist

2 weeks ago

Montreal, Quebec, Canada Riverside Natural Foods Ltd. Full time
**Spécialiste, Expérience client bilingue (français)**

**Résumé et objectifs du poste**:
Le spécialiste, Expérience client sera la voix des marques de Riverside en Amérique du Nord sur toutes nos plateformes numériques. En tant que membre de l'équipe de marketing, sous la responsabilité du chef, Expérience client, vous devrez vous assurer que chaque interaction avec les consommateurs se traduit par une expérience positive de la marque, en améliorant l'appréciation globale de la marque et la rétention sur toutes les plateformes numériques.

**Principales responsabilités**:

- Agir en tant que porte-parole de la marque en montrant et en faisant respecter les valeurs de Riverside sur tous les canaux de communication.
- Stimuler l'engagement, la satisfaction et la fidélisation des consommateurs en élaborant une stratégie axée sur l'expérience client.
- Assurer une expérience positive pour les consommateurs en développant la voix des marques de Riverside au quotidien sur les médias sociaux, dans le commerce électronique et la vente directe aux consommateurs.
- Aider à la gestion des commandes et collaborer avec notre fournisseur de services logistiques pour garantir nos commandes en ligne.
- Surveiller le contenu généré par les utilisateurs et y participer pour favoriser l'appréciation et pour développer des solutions créatives pour améliorer la conversation et l'expérience des consommateurs avec nos marques.
- Contribuer au plan de communication en cas de crise de Riverside et agir en tant que gardien pour cerner et signaler les problèmes de réputation de la marque aux parties prenantes internes.
- Travailler à l'optimisation des procédures de réponse en collaboration avec les services concernés, afin de résoudre les demandes et les plaintes des consommateurs rapidement et professionnellement.
- Fournir des rapports mensuels complets sur les réactions de la communauté, les problèmes, les préoccupations et les tendances aux parties prenantes, afin de répondre aux besoins de nos communautés.
- Trouver des occasions et obtenir de l'information exploitable sur les consommateurs à partir de leurs commentaires, et communiquer efficacement avec les équipes interfonctionnelles afin de stimuler la croissance de l'entreprise par la rétention, la fidélité et l'amélioration des produits.
- Collaborer avec les équipes des réseaux sociaux et de gestion de la marque pour être informé des campagnes, des promotions et des nouveaux produits, et créer et mettre à jour des documents proactifs sur la foire aux questions.
- Rester à l'avant-garde des tendances en matière de médias sociaux et numériques, et chercher les occasions de profiter des tendances d'une façon distinctive et pertinente pour Riverside.

**Relations hiérarchiques**

Le spécialiste, Expérience client relève directement du chef d'équipe, Expérience client.

**Formation et qualifications**
- Baccalauréat et 1 ou 2 ans d'expérience en marketing, en communications, en relations avec la clientèle (ou domaine connexe)
- Doit être bilingue (français et anglais), à l'oral comme à l'écrit
- Expérience dans le traitement des demandes de renseignements des consommateurs et dans la création de communautés sur les plateformes numériques
- Une expérience du service à la clientèle, de la gestion des médias sociaux et des outils de commerce électronique est un atout (Zendesk, Sprout Social, Shopify, Klaviyo, etc.).
- Vous devez être prêt à travailler en temps réel et en dehors des heures de bureau, et être disponible pour le faire, y compris les soirs, les fins de semaine et les jours fériés, avec une approche qui repose sur une présence en tout temps sur tous les canaux de médias sociaux.

**Compétences et aptitudes**
- ** Compétences** exceptionnelles **en matière de relations interpersonnelles et de communication**, et souci du détail impeccable
- Personnalité sympathique et aimable, et **approche centrée sur le client**:

- Solides compétences en analyse et en résolutions de problèmes créatives
- ** Compétences** exceptionnelles **en matière d'organisation et de gestion du temps**; capacité de s'adapter rapidement à des besoins changeants et à une entreprise en pleine croissance
- Esprit d'équipe et capacité à travailler de façon autonome dans un environnement où les activités se déroulent à un rythme soutenu
- Capacité à PRENDRE EN CHARGE et à prioriser la charge de travail
- Personne **PASSIONNÉE**, avec une attitude positive et **un désir d'améliorer constamment ses compétences et ses connaissances**:

- Esprit d'ÉQUIPE coopératif qui encourage la **collaboration**:

- Fait preuve d'**HUMILITÉ** dans toute l'entreprise au quotidien
- Aptitude à montrer, à **RESPECTER **et à protéger les valeurs de Riverside dans un environnement changeant
- ___________________________________________

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