Customer Experience Manager

5 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

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