Bilingual Consumer Experience Specialist

3 weeks ago

Montréal, 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 workout buddies grab GoodTo Go Keto certified bars. And your pup begs for a Cookie Pal treat, our human-grade, vegan dog treats.

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 new 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 Specialist.**

**Bilingual (French)** CX Specialist**

**Position Summary/Objective**:
The Consumer Experience Specialist will be the voice of Riverside brands in North America across all our digital platforms. As a part of the Marketing Team, reporting into the Consumer Experience Lead, this role will be responsible to ensure that every consumer interaction results in a positive brand experience - driving overall brand sentiment and retention across all digital platforms.

**Primary Responsibilities**:

- Act as the lead brand voice by demonstrating and upholding Riverside’s Values across all communication channels
- Drive engagement and customer satisfaction and loyalty by developing a consumer experience strategy.
- Ensure a positive consumer experience through developing the day-to-day voice of Riverside brands across social media channels, eCommerce, and DTC.
- Assist in order management and collaborate with our 3PL to ensure our online order
- Monitor and engage with user generated content to build sentiment and develop creative solutions to improve the conversation and enhance consumer experience with our brands.
- Input into Riverside's crisis communication plan and act as the gatekeeper to identify and escalate brand reputation issues to internal stakeholders.
- Work on optimizing response procedures in collaboration with relevant departments to solve customer queries/ complaints in a timely and professional manner.
- Provide comprehensive monthly reports on community feedback, issues, concerns, and trends to stakeholders to address the needs of our communities.
- Identify opportunities and gain actionable consumer insights from consumer feedback and communicate effectively with cross functional teams to drive business growth through retention, loyalty, and product improvement.
- Collaborate with social and brand teams to stay up to date on campaigns, promotions, product innovation and create/update proactive FAQ (Frequently Asked Questions) documents.
- Stay at the forefront of social/digital trends and seek opportunities to leverage trends in a distinctive and relevant way for Riverside.

**Reporting Relationships**

The Consumer Experience Specialist reports directly to the Consumer Experience Team Lead.

**Education & Qualifications**
- Bachelor’s degree and 1-2 years Marketing, Communications, Customer Relations experience (or related field)
- Must be bilingual in French and English - both verbal and written
- Experience working with customer enquiries and building communities on digital platforms
- Experience with customer service, social media management and ecommerce tools an asset (Zendesk, 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 **customer 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**:

- MadeGood and GoodTo Go products at employee prices
- Health, Dental, and Vision benefits and Long-Term Disability insurance with all premiums paid by the company
- RSP matching
- Tuition

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