Customer Care Team Manager, Canada

5 months ago

Vancouver, Canada Allurion Full time

**Customer Care Team Manager, Canada**

We are overjoyed to be recognized as one of Deloitte's top 500 fastest-growing technology companies in the US But wait, there's even more excitement in store Get ready for an incredible new journey as we proudly announce our official public listing ALUR. This momentous milestone opens up a new era filled with boundless possibilities and remarkable growth for our company

The **Customer Care Team Manager **is responsible for our growing Customer Care Manager (CCM) team performance and development within the assigned region. We are looking for someone who has a proven track record as a Telemarketing, Telephone Sales and/or Customer Care leader to manage and support a multi-national/lingual team of up to 10+ CCM's/Telesales advisors in Canada.

The CCM Team are responsible for informing potential customers about the Allurion Program and help them set appointments with partner clinics. The **Customer Care Team Manager **drives our CCM Team performance by setting targets, identifying training requirements and software workflow needs, monitoring performance and taking ownership of customers questions and issues. Their goal is to improve customer experience, drive sales and to maximize ROI from investment in Direct-to-Consumer marketing.

They will work closely with Marketing, Sales, Training to identify, deploy, and maintain best practices and strategies that support and help propel Allurion's business growth.

As a **Customer Care Team Manager**, your responsibilities will include:

- Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics
- Drive team to call-back leads as soon as possible, preferably within the first 60 mins after enquiry, certainly within 24h; selling value of Allurion Program (using training: elevator speech); engage with patients and tailor discussion according to goals
- Ensure the productivity of the team - they should be engaging in 70+ attempts per day to contact patients by phone, focusing on the quality and consistency of the interactions when contact is established
- Pro-actively put in place tactics to develop conversion of patient enquiries
- Work alongside colleagues in the Marketing team to support social media management: monitor the consistency of responses to comments, inquiries, and report/handle any patient complaint in a timely and accurate manner based on Allurion's clinical training and data.
- Clinic engagement: nurture and maintain good relationship with clinic teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training
- Relationship development with clinic: meet and visit with field team on a regular basis; including to support front desk training and mini business reviews; per evolving business needs
- Training and development of the CCM team within your region; listening to calls and coaching to improve performance and capability. Completing regular training and development needs analysis then work with the CCM Director and Professional Education team to plan and execute a scheduled development program

**What we are looking for in you**:

- 3+ years Sales/Telesales and/or Customer Service Team leadership experience
- Advanced and experienced in (tele)sales and consultative selling/service role
- Able to lead a team in the delivery of a high-quality end to end customer experience
- Able to work effectively both as a team and independently
- Advanced communications skills - French + fluent in written and oral English)
- Knowledge of healthcare industry and gastric balloon offer
- Deep knowledge of Allurion product and program
- Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment
- Collaborative, emphatic and easy to build relationships of trust with internal teams and customers
- Organizational skills and attention to detail; ability to answer queries in a timely and accurate manner
- Flexible and agile towards new information taking, new tasks management, new relationships building
- Accuracy and attention to detail in the preparation of reports and presentations
- Strong communication and influencing skills
- Languages: English and French (for the Canadian Market)
- Travel: 10-25%

**About Us**:
Aim & Enthusiasm - Work-Life Integration - Inclusive Benefits - Advancement

At Allurion, you will find a determined and hands on -cooperative culture driven by a passion for innovation that helps us all stay connected. With determination, transparency and a deep caring in helping humans form healthy habits, we're solving one of the most important healthcare challenges in obesity. Together, we're one global team committed to making a difference in people's lives around the world. This is a place where you can find a career with profound purpose—transforming the lives of people through your every day work.

Allurion has developed and commercialized the world's first weight loss platform - i

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