Consumer Experience Team Lead

7 months ago

Toronto, Canada Riverside Natural Foods Ltd. Full time

Are you hungry to innovate? To do things differently? To work with a company that’s real, thoughtful and very forward-thinking?

Meet Riverside. We are an organic, “better for you” snack company, manufacturing award-winning, nutritious, allergen-free snacks. Your kids know us as MadeGood, tasty school-safe snacks. Your buddies on the go grab our GOOD TO GO delicious and nutritious snacks.

At Riverside, we make delicious snacks that are good in every way. From our ingredients to our manufacturing practices, we’ve raised every bar on every aspect. We’re friendly and focused on creating foods that are good for you and good to the planet as well. Riverside Natural Foods is B-Corp certified, Triple-Bottom Line, Zero Waste, and Canadian owned and operated.

Come work with a Canadian leader We value teamwork, humility, respect, ownership, adaptability, passion and fun.

We continue to grow and today are looking for a committed, talented, star to join our team as our **Consumer Experience Team Lead**.

**Position Summary/Objective**:
As a Consumer Team Lead - you will play an essential leadership role in our ambition to create a more healthy, compassionate world. Your priority will be to ensure that our brands deliver on and exceed our consumer expectations of their Riverside Naturals experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.

The Consumer Team Lead role will provide the opportunity to work with a team of enthusiastic individuals in all areas you will be managing our consumer engagement teams for each of the brands across the US & Canada.

**Primary Responsibilities**:

- Support and train the team on the day-to-day operations using platforms such as Zendesk and Sprout Socials to delegate and manage incoming communication.
- Provide day-to-day voice of Riverside brands across multiple consumer touch points.
- Build strategies to increase brand advocacy on our digital platforms (Facebook, Instagram, Twitter, etc.)
- Enhance CRM knowledge and capabilities to improve consumer response times and platform performance.
- Insights generation and share-out key findings to the internal teams.
- Advanced reporting (sentiment analysis, SoV, CSAT) and communication.
- Data Analytics to support marketing effectiveness.
- Champion opportunities to consistently improve the RNF consumer experience.
- Drive customer retention, reduce churn, and increase customer satisfaction.
- Map the consumer’s journey and identify opportunities to proactively intervene on their behalf.
- Guide team in effective consumer issue resolution and manage escalations cross-functionally.
- Develop listening points in the customer journey, define segmentation of the consumer base and varying strategies, and identify opportunities for continuous improvement.
- Test new strategies for driving customer value.
- Continually review and evolve the collection of processes Riverside uses to track, oversee and organize every interaction between the consumer and our platforms.

**Reporting Relationships**

The CX Team Lead reports directly to the Director, Media and Consumer Experience.

The Consumer Experience Specialist reports to this role

**Education and Qualifications**:

- Bachelor’s degree and 3-5 years Marketing, Communications, Consumer Relations experience (or related field)
- Proven experience working with customer enquiries and building communities on digital platforms.
- Experience with social media management and ecommerce tools an asset (Agorapulse, Sprout Social, Shopify, Klaviyo etc.)
- Must be willing and available to work in ‘real-time’ and after business hours—including evenings, weekends and holidays—with an always on approach across all social media channels.

**Skills and Abilities**:
- Exceptional **interpersonal and communication skills** and impeccable attention to detail
- Friendly and engaging personality with a **consumer centric mindset**:

- Strong analytical and creative problem-solving skills
- Exceptional **organizational and time management skills**; ability to quickly adapt to changing needs and rapidly growing company
- Team player with an ability to work independently in a fast-paced environment
- Ability to take OWNERSHIP and prioritize workload
- PASSIONATE with a positive attitude with **a desire to continuously improve skills and knowledge**:

- Cooperative TEAM player who encourages **collaboration**:

- Demonstrates humility throughout the company on a daily basis
- Aptitude to exhibit, respect and protect Riverside's Values in a changing environment

**What We Offer**:

- Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs
- RRSP matching or IRA matching for an empowered financial journey
- Join Employee-Led R

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