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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 ensuring that our customers receive an exceptional experience every time they interact with us.

Your primary focus will be on monitoring and overseeing the daily functions of our customer service department, including phone, email, live chat, and social media channels. You'll also be responsible for identifying opportunities to improve our operations and implementing changes to enhance our efficiency and customer satisfaction scores.

As a leader, you'll be responsible for developing and owning a customer retention strategy that delivers excellent customer experiences throughout the customer lifecycle. You'll also be responsible for mobilizing your team to meet our organization's expectations for high performance, quality, and continuous improvement.

Responsibilities
  • Monitor and oversee the daily functions of the customer service department
  • Identify opportunities to improve operations and implement changes
  • Develop and own a customer retention strategy
  • Mobilize the team to meet organizational expectations
  • Measure and report on customer service department performance
Leadership
  • Develop and own a customer retention strategy
  • Mobilize the team to meet organizational expectations
  • Measure and report on customer service department performance
  • Continuously improve customer service operations
Team Development
  • Develop and implement customer service training programs
  • Support individual team member development
  • Monitor team performance and provide feedback
  • Enable the team to be customer-centric
Requirements
  • 5+ years of experience in customer service
  • Minimum of 3 years of management experience
  • Experience with Amazon and Seller Central (preferred)
  • Experience with e-commerce (preferred)
Perks
  • Health and dental insurance funded 100% by Earth Rated
  • Virtual healthcare and consulting services
  • Catered gourmet lunches and snacks
  • Company-paid cell phone and plan
  • Hybrid work model with in-office collaboration days
  • Annual bonus plan
  • Collaborative work environment
  • Paid vacation time off
  • Access to a massage therapist
  • 24/7 access to the company gym
  • The ability to bring your dog to work