Cannabis Customer Experience Director
2 weeks ago
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.
- 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.
- 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.
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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