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Customer Experience Manager

2 months ago

Montreal, Quebec, Canada Näak Full time
About Näak

Näak is a leading sports nutrition brand dedicated to empowering ultra distance athletes with high-quality, sustainable products.

Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our operations team, you will be responsible for ensuring exceptional customer satisfaction, maintaining efficient service operations, and fostering a positive customer experience across our B2C and B2B activities.

Key Responsibilities
  • Improve Responsiveness and Level of Service
    • Reduce customer service tickets
    • Automate customer service operations
  • Issue Resolution
    • Handle escalated customer complaints and complex issues
    • Ensure prompt and satisfactory resolution
  • Customer Communication
    • Communicate with customers through various channels
    • Address concerns and provide support
  • Relationship Building
    • Foster strong relationships with key customers
    • Enhance loyalty and satisfaction
Operational Management
  • Process Evaluation and Improvement
    • Continuously evaluate and improve customer service processes and policies
    • Enhance efficiency and effectiveness
  • Technology Management
    • Implement and manage customer service technologies
    • Streamline operations and improve service delivery
  • Resource Allocation
    • Allocate resources effectively
    • Meet service demands
Performance Monitoring
  • Key Performance Indicators (KPIs)
    • Monitor and analyze response times, resolution rates, and customer satisfaction scores
    • Prepare regular reports for senior management
  • Feedback Analysis
    • Collect and analyze customer feedback
    • Identify trends and areas for improvement
Strategic Planning
  • Service Strategy Development
    • Develop and implement customer service strategies aligned with company goals
  • Policy Development
    • Establish and enforce customer service policies and standards
Requirements
  • Experience
    • 3-5+ years' experience in customer service
  • Skills
    • Strong experience with customer service technologies
    • Experience with performance monitoring
  • Education
    • Bachelor's or Master's degree in Customer Service
  • Language
    • Bilingual French / English