Cannabis Customer Experience Director

2 weeks ago


Calgary, Alberta, Canada Aurora Cannabis Full time

Aurora Cannabis is seeking a highly skilled and experienced individual to fill the role of Manager, Client Care.

Job Summary:

The Manager, Client Care will be responsible for strategizing and implementing initiatives to enhance the customer journey, reduce churn, and improve overall customer satisfaction.

Key Responsibilities:
  • Oversee and manage customer support operations and teams to deliver exceptional customer experiences.
  • Work closely with supervisors, team leaders, and other departments to address quality-related issues and implement solutions.
  • Design and implement strategies that enhance customer satisfaction and loyalty while reducing churn.
  • Analyze and map out the customer journey to identify touchpoints, areas for improving the customer experience, and identifying areas for efficiencies.
  • Analyze customer feedback and data to identify areas for improvement and create action plans to address them.
  • Leverage technology to improve customer service processes and efficiency and enhance the customer experience.
  • Collaborate with departments including Sales, Marketing, IT, and Operations to develop and implement effective customer management strategies aligned with the company's objectives.
  • Train and support staff on best practices for customer interactions and service excellence.
Requirements:
  • Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
  • Minimum 10 years of experience in customer support or service management, with at least 5 years of proven experience in a customer experience or customer success management role.
  • Proven track record in executing strategic initiatives that drive organizational growth and innovation.
  • Strong leadership skills, with a proven track record of developing high-performing teams.
  • Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.
What We Offer:
  • A competitive salary: $120,000 - $180,000 per year, depending on experience.
  • A comprehensive benefits package, including health and dental insurance, life insurance, and a medical cannabis coverage program.
  • A flexible work environment with remote work options, vacation time, and meeting-free Fridays.
  • Ongoing professional development and training opportunities.
About Aurora Cannabis:

Aurora Cannabis is a global leader in the cannabis industry, dedicated to fostering an inclusive environment that inspires our team to love where they work. We prioritize our employees' success and well-being through rewards, benefits, and perks.



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