Customer Experience Manager

6 months ago

Vancouver, Canada Melanie Auld Jewelry Full time

Melanie Auld Jewelry was founded with a deep appreciation for the genuine connections we make with the people and places in our lives. We believe that everyone has a unique story to tell, and our brand is dedicated to celebrating life’s significant and everyday moments through thoughtful design and meaningful jewelry. If you are seeking a fulfilling career that offers new challenges, growth opportunities and the chance to work alongside like-minded, inspirational, and driven individuals, you will feel right at home.

**What the Position is**:
**Responsibilities**:

- Oversee the hiring, training, and development of Melanie Auld’s Customer Experience Team.
- Define and implement standard operating procedures for ensuring optimal customer experience.
- Monitor the activities of the Customer Experience Team to ensure compliance with acceptable standards of customer service.
- Embrace innovation and stay updated with industry trends to enhance our customers’ experiences continuously.
- Organize training programs for the Customer Experience team in order to update their job knowledge and enhance their skills.
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
- Warranty & returns - process all assigned customer RMA’s for customer returned and damaged items.
- Analyze Customer Experience KPIs and create thoughtful action plans to drive performance and execute all operational responsibilities.
- Regularly work cross functionally with team members from Fulfillment, Retail, Operations, Product and Marketing.

**You are**:

- Proficient in multitasking and adept at thriving in a fast-paced environment.
- A self-starter, driven by continuous learning and personal growth - always looking for ways to improve.
- Patient, empathetic, and an exceptional communicator.
- A problem solver and big picture thinker who enjoys finding creative solutions.
- Able to collaborate effectively within a team and independently manage and prioritize tasks.
- Proactive in seeking feedback, asking clarifying questions, and resolving issues in a non-confrontational way.
- An effective leader with an ability to motivate others.
- People and development focused.

**Requirements**:

- Possess a minimum of 2 years previous people management experience in a customer service environment or similar. Experience in e-commerce preferable.
- Strong communication skills, written and verbal.
- Proficiency in using customer support software and tools to manage inquiries and orders efficiently.
- Ability to remain calm and composed in challenging situations, with the aptitude to handle customer complaints and resolve issues with empathy and professionalism.
- Experience with Shopify, Gorgias, and/or Lightspeed is a plus
- Please note this is not a remote role. Our office is located in the heart of Kitsilano.

**Benefits**:

- Competitive health benefits, including extended medical, dental, and disability coverage.
- Generous staff discounts on our jewelry.
- We are a member of the Translink Transit Friendly Employer Program, offering subsidized transit passes to employees.

**Salary**:

- $52,000-$55,000 annual salary based on experience, 40-hr work week Monday - Friday

**Salary**: $52,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Store discount

Schedule:

- Monday to Friday

Work Location: In person

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