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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 making a positive impact. 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 community.

We're a company that values diversity, equity, inclusion, and belonging. We believe that every person deserves to be treated with respect and dignity, regardless of their background or identity.

About the Role

We're seeking a highly skilled and experienced 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.

Your primary focus will be on understanding our customers' needs and preferences, and ensuring that our team provides timely, helpful, and personalized support. You'll work closely with our innovation team to develop new products and services that meet our customers' evolving needs, and collaborate with our marketing and social teams to create engaging experiences that drive customer loyalty.

As a leader, you'll be responsible for developing and implementing a customer retention strategy that drives long-term growth and profitability. You'll work closely with our sales and marketing teams to identify opportunities to improve customer satisfaction and drive revenue growth.

Responsibilities
  • Develop and implement a customer retention strategy that drives long-term growth and profitability
  • Lead a team of customer service representatives to deliver exceptional customer experiences
  • Collaborate with our innovation team to develop new products and services that meet our customers' evolving needs
  • Work closely with our marketing and social teams to create engaging experiences that drive customer loyalty
  • Develop and implement processes to improve customer satisfaction and drive revenue growth
  • Monitor and analyze customer feedback to identify areas for improvement
  • Develop and maintain relationships with key stakeholders, including customers, sales teams, and marketing teams
Requirements
  • 5+ years of experience in customer service or a related field
  • Minimum of 3 years of management experience
  • Experience with Amazon and Seller Central (preferred)
  • Experience with e-commerce (preferred)
  • Experience in CPG (bonus)
What We Offer
  • 100% health and dental insurance funded by Earth Rated
  • Virtual healthcare and consulting services through Consult+
  • Catered gourmet lunches, snacks, and hot beverages
  • Company-paid cell phone and plan
  • Hybrid work model with in-office collaboration days on Tuesdays and Thursdays
  • Annual bonus plan for all Earth Rated team members
  • Collaborative work environment
  • Paid vacation time off, including an office closure from December 24 to January 1
  • Access to a massage therapist
  • 24/7 access to Earth Rated's gym, UNLEASHED, and daily personal trainers
  • The ability to bring your dog to work