Customer Experience Manager

1 month ago


Calgary, Alberta, Canada Aurora Cannabis Full time

Job Summary

As a key member of the Aurora Cannabis team, the Customer Experience Manager will play a pivotal role in driving customer satisfaction and loyalty. This strategic leader will oversee the customer support operations and teams, ensuring the delivery of exceptional customer experiences at every touchpoint.

Key Responsibilities

  • Develop and implement customer-centric strategies to enhance customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to address quality-related issues and implement solutions.
  • Analyze customer feedback and data to identify areas for improvement and create action plans to address them.
  • Design and implement processes to improve customer service efficiency and effectiveness.
  • Provide coaching and feedback to team leaders to ensure they are equipped to deliver exceptional customer experiences.

Requirements

  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • 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.

Why Aurora?

Aurora Cannabis is a dynamic and inclusive workplace that values its employees and provides opportunities for growth and development. As a Customer Experience Manager, you will be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact in the cannabis industry.



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