Customer Relationship Manager

6 months ago


Toronto, Canada Kotn Full time

**What You’ll Be Working On**:
**Customer Lifecycle and Retention (40%)**
- Drive customer retention and cohort strategy to increase customer lifetime value, repurchase rates and our active customer base

**Customer Experience Improvement and Operations (20%)**
- Building and nurturing strong customer relationships to develop a holistic and deep understanding of our customers’ immediate needs and strategic imperatives across our online and retail stores
- Own and implement new experience touchpoints optimizing for company objectives that drive positive results
- Take initiative with ideating new processes to streamline operations and maximize efficiency in order to provide a better omni-channel customer experience

**Team Management (20%)**
- Support the learning of the customer support team by providing feedback and coaching in order to consistently evaluate opportunities, maintain strong team morale and develop a proactive sales and customer-first mindset
- Create a culture of accountability: set standards and implement best practices for the team as to strengthen efficiency, accuracy, and execution within all customer support pillars

**Reporting & Analysis (20%)**
- Report on campaign performance, developing post-campaign analysis & customer insights and regularly share successes and learnings
- Ensure customer data alignment across touchpoints to maintain highest data integrity

**What You’ll Bring**

**Data Whizz**

You live and breathe data and you are performance-driven, deeply analytical, comfortable deriving insights and making decisions from data.

**Empathy**

You are the customer's #1 advocate through and through. You make it your responsibility to ensure that all customers get the care and support they deserve, and make their experience with Kotn memorable.

**Critical Thinking**

Data oriented story teller, enabling curiosity to find innovative solutions to continuously improve business areas

**Initiative**

Self-starter, naturally motivated to seize opportunities and get started without prompting

**Additional Requirements**:

- +4 years experience delivering efficient & dynamic CRM program & experiences
- Exceptional organizational skills, able to set and meet deadlines with quality results
- Working knowledge of HTML



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