Customer Experience Manager

7 months ago

Vancouver, Canada Riversol Full time

**About Us**

Remedy Brands is a growing consumer goods company based out of Vancouver, BC. Our two brands include: Riversol Skin Care and Midnight Paloma. Riversol Skin Care is a dermatological skincare line for sensitive skin that was founded by world-renowned dermatologist, Dr. Jason Rivers. Midnight Paloma, founded by Tayler Rogers, is a brand that is dedicated to clean, cruelty free skin and body care products. We are committed to providing customers with high quality, premium skin care and wellness products. Our customer base comes from all over the world, and we are continuously expanding our retail partnerships.

**Job Overview**

The Customer Experience Manager (CXM) is passionate about ensuring customers receive an exceptional customer experience. This role involves developing strategies to enhance customer satisfaction, retention, and advocacy.

The CXM is responsible for managing the Customer Experience team, improving CRM systems, and leading initiatives to understand and improve customer interactions, driving a customer-centric culture within the organization.

**Strategic Responsibilities**:

- Design and execute a comprehensive customer experience (CX) strategy.
- Identify key customer interactions and implement improvements to optimize the customer journey.
- Gather and analyze customer feedback through various channels such as surveys, reviews, and direct interactions.
- Utilize customer insights to inform strategic decisions and enhance the overall customer experience.
- Work closely with product development, marketing, sales, and other teams to ensure a consistent and seamless customer experience.
- Advocate for customer needs and priorities within the organization.
- Implement processes and technologies to improve response times and customer satisfaction.
- Define and track KPIs related to customer experience.
- Prepare and present regular reports on customer experience metrics and initiatives to management.
- Develop training programs for employees to enhance their customer service skills.

**Management Responsibilities**
- Lead, train, and coach the team to ensure high performance and professional development.
- Provide coaching and constructive feedback to the Customer Experience Representatives
- Oversee the customer support function, ensuring prompt and effective resolution of customer issues.
- Manage the process of returns and refunds, ensuring timely and accurate handling of customer requests.
- Oversee the daily operations of the showroom, ensuring a welcoming and informative experience for customers.
- Monitor team performance, providing regular feedback and conducting performance evaluations.

**Qualifications**
- Bachelor’s degree in business, Marketing, Communications, or a related field. Advanced degree preferred.
- 2 to 4 years of experience in customer experience management, customer service, or a related field.
- Fluent in English with excellent verbal and written communication skills. French is considered an asset.
- Proven track record of developing and implementing successful customer experience strategies.
- Experience collecting, analyzing and taking action on customer data
- Experience with AI and Automation tools in customer service environment
- Skincare experience is considered an asset
- Track record of successfully solving complex problems.

**Skills**:

- Passionate about delivering exceptional customer experiences.
- Strong analytical skills with the ability to interpret customer data and feedback.
- Excellent communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) software and ecommerce platforms such as Gorgias, Shopify, Klaviyo, Appstle, Smile, Judge.me, FulFil.io
- Proficiency in Microsoft office
- Creative problem-solver with a strategic mindset.
- Adaptable and able to thrive in a fast-paced, dynamic environment.

**Ability**
- Enjoys learning and willing to get their "hands dirty".
- Strong leadership and team management abilities.
- Excellent problem-solving and conflict resolution abilities.
- Ability to work collaboratively across teams and influence without direct authority.

**Some benefits of working with us**:

- Casual dress
- 100% company pay benefits (health, dental, vision, life insurance)
- Vacation policy according to seniority.
- Employee discount program (Free products among the year)
- Family and Friends discounts
- On-site parking
- Paid time off
- Remedy Brands is an equal opportunity employer and does not discriminate based on age, sex, gender, colour, race, disability, religion, or any of the other prohibited grounds of discrimination as set forth by relevant provincial and federal legislation. We are committed to providing a diverse and inclusive work environment for all employees. Remedy Brands offers accommodation during the recruitment process. Should you be contacted during the hiring process and require reasonable accommodation, please let us know._

Pay: $75,000.00-$110,000.00 per y

  • Customer Experience Manager

    3 months ago

    Vancouver, Canada Company: Bureau Veritas Full time

    Customer Experience Manager**Date**:Sep 24, 2024 **Location**: Vancouver, British Columbia, CA **Company**:Bureau Veritas Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference...

  • 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...

  • Manager, Customer Experience

    6 months ago

    Vancouver, Canada TD Bank Full time

    **Manager, Customer Experience**: - 417310BR **Job Category - Primary** - Retail Banking - Management **Work Location** - 450 Main Street (Vancouver) **Employment Type** - Regular **City** - Vancouver **Time Type** - Full Time **Province/State** - British Columbia **Hours** - 37.50 **Workplace Model** - Onsite **Pay Details** **Department...

  • Customer Experience Manager

    3 months ago

    Vancouver, Canada Bureau Veritas Group Full time

    Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you! Here are...

  • Manager, Customer Experience

    3 months ago

    Vancouver, Canada The City of Vancouver Full time

    **Requisition ID**:42424 **Organization** Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and...

  • Customer Experience Manager

    13 hours ago

    Vancouver, Canada Tipalti Full time

    **Position Summary** We are seeking a talented Customer Experience Manager (CXM) to step into a fintech unicorn rocketship! A Customer Experience Manager (CXM) is a role that bridges the gap between a company's technical team and its clients. CXMs typically work in the technology or software industry and are responsible for providing personalized support,...

  • Customer Experience and Messaging Manager

    4 months ago

    Vancouver, Canada Artin Properties Full time

    **About Us**: Artin Stays is a leading property management company in Vancouver, specializing in premium furnished short-term and mid-term rentals. Our mission is to provide exceptional guest experiences through consistent quality, innovation, and personalized services. We’re passionate about making every stay feel like home and are expanding rapidly to...

  • Customer Experience Manager

    2 weeks ago

    Vancouver, Canada Saje Natural Wellness Full time

    **Overview**: At Saje Natural Wellness, we're nature's original farmacy, blending the superpower of plants so you can remedy real life, naturally. And like nature, we're continually growing! As we continue to build our team, we're seeking talented people to join us: in our stores, support offices, and distribution centres. We are a purpose-driven,...

  • Customer Experience Agent

    13 hours ago

    Vancouver, Canada Intiveo Full time

    **Customer Experience Agent**: We're looking for an experienced and driven Customer Experience Agent to join our growing team! This is the perfect role for someone who is passionate about delivering amazing customer service. Reporting to the Manager of Support, you will be a part of our Customer Experience team, where you will be working alongside talented...

  • Customer Experience Lead

    7 months ago

    Vancouver, Canada Frankie Collective Full time

    **FRANKIE COLLECTIVE** Welcome to Frankie Collective, a dynamic and innovative company at the intersection of fashion and sustainability. At Frankie Collective, we redefine the boundaries of style by breathing new life into pre-loved garments and transforming them into unique, trend-setting pieces. As a trailblazer in the upcycling movement, we pride...

  • Retail Business Manager

    2 weeks ago

    Vancouver, British Columbia, Canada Revolution Yacht Experience Ltd Full time

    Job Title: Retail Business ManagerWe are seeking a highly motivated and experienced Retail Business Manager to join our team at Revolution Yacht Experience Ltd.About the Role:The ideal candidate will have a proven track record in managing daily operations, maintaining inventory, and providing excellent customer service. Strong communication and leadership...

  • Customer Experience Specialist

    6 months ago

    Vancouver, Canada Melanie Auld Jewelry Full time

    **Description**: 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...

  • Customer Experience Associate

    6 months ago

    Vancouver, Canada TD Bank Full time

    **Work Location**: Vancouver, British Columbia, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.** **KEY...

  • Customer Experience Manager

    6 months ago

    Vancouver, Canada Victoria's Secret Full time

    **Description** **A Victoria’s Secret & Co Customer Experience Manager **is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager. **Primary Responsibility**: The Customer Experience Manager is responsible for driving and growing top-line sales by leading the sales...

  • Customer Experience Specialist

    6 months ago

    Vancouver, Canada Novus Entertainment Full time

    **Type**: Full-time, Hybrid (3 days in-office, 2 days remote) **Salary Range**:$50,000 - $60,000 per annum. Based on experience. **Who We Are**: Novus is a rapidly growing company offering the best in Internet, TV, and home phone services. We pride ourselves in our best-in-class customer service and have our customers at the heart of all of our decisions....

  • Customer Experience Associate

    6 months ago

    Vancouver, Canada TD Bank Full time

    **Work Location**: West Vancouver, British Columbia, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **KEY ACCOUNTABILITIES** **CUSTOMER** - **Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through...

  • Customer Experience Associate

    6 months ago

    Vancouver, Canada TD Bank Full time

    **Work Location**: North Vancouver, British Columbia, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **KEY ACCOUNTABILITIES** **CUSTOMER** - **Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through...

  • Customer Experience Associate

    7 months ago

    Vancouver, Canada TD Bank Full time

    **Work Location**: Vancouver, British Columbia, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **KEY ACCOUNTABILITIES** **CUSTOMER** - **Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service...

  • Customer Experience Associate

    6 months ago

    Vancouver, Canada TD Bank Full time

    Work Location: Vancouver, British Columbia, Canada Hours: 15 Line of Business: Personal & Commercial Banking Pay Details: **Job Description**: KEY ACCOUNTABILITIES CUSTOMER - Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and...

  • Customer Experience Partner

    1 month ago

    Vancouver, Canada Dialpad Full time

    p>About Dialpad AI that means business Dialpad pioneered the first AI-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of AI to unite people, automate tasks, streamline...