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Customer Experience Manager

2 months ago

Montreal, Quebec, Canada Earth Rated Full time

About Us

At Earth Rated, we're driven by a passion for innovation and a commitment to making a positive impact on our community. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their dogs' lives and the world around them.

About the Role

We're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer service department, you'll be responsible for delivering exceptional experiences to our customers, every time. This means understanding our customers' needs, ensuring our team is equipped to respond quickly and helpfully, and championing opportunities to create memorable experiences for our customers.

Key Responsibilities

  • Customer Service Leadership
    • Oversee the daily functions of our customer service department, ensuring seamless communication and resolution of customer inquiries.
    • Identify opportunities to improve efficiency and implement process improvements to enhance customer satisfaction.
    • Develop and implement customer satisfaction targets, mobilizing the team to achieve exceptional results.
  • Customer Retention
    • Analyze customer feedback and statistics to inform data-driven decisions and drive business growth.
    • Develop and maintain accurate records and files of customer interactions and feedback.
    • Collaborate with our innovation team to develop new product launches and ensure our team is equipped to respond to customer inquiries.
  • Team Development
    • Lead and develop a high-performing customer support team, fostering a culture of customer-centricity and excellence.
    • Conduct regular training and coaching to enhance customer service skills and knowledge.
    • Support individual team member development through learning and development plans and quarterly performance reviews.

Requirements

  • 5+ years of experience in customer service, with a minimum of 3 years of management experience.
  • Experience with Amazon and Seller Central is a plus.
  • Experience in CPG is a bonus.

What We Offer

  • A collaborative work environment that values diversity, equity, inclusion, and belonging.
  • A comprehensive benefits package, including health and dental insurance, virtual healthcare, and a company-paid cell phone plan.
  • A hybrid work model with in-office collaboration days on Tuesdays and Thursdays.
  • An annual bonus plan for all Earth Rated team members.
  • Paid vacation time off, including an office closure from December 24 to January 1 inclusively.
  • Access to a massage therapist and a state-of-the-art gym.
  • The ability to bring your dog to work.