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Customer Experience Manager

2 weeks ago

Vancouver, Canada RC Products Ltd. (RC Pets) Full time

***

Reporting to the President, the Customer Experience Manager (CEM) bridges the gap between our B2B & D2C consumers and the RC Pets Brand. The role ensures that each touchpoint across the customer journey is engaging, efficient, and effective. This role has a strong focus on team management, focusing on overall customer satisfaction. On top of the people skills required to manage the customer service team, the manager must be comfortable reviewing and working with data, metrics and KPIs with strong technical skills using MS Office Suite and ERP software.

**MAJOR RESPONSIBILITIES**
- Implement and improve of customer experience standards and processes based on company standards and customer feedback.
- Create customer servicing goals and KPIs at a department and individual level.
- Coordinating with other departments to ensure a positive customer experience.
- Creating and delivering presentations on customer experience findings.
- Developing training programs for employees on how to deliver great customer service.
- Prioritize customer issues and aid the experience team to bring them to a satisfactory and rapid resolution.
- Define and communicate customer experience standards to be executed by the customer experience team.
- Present insights and recommendations enabled by strategic thinking, technical knowledge, and effective communication skills.
- Contribute to business development efforts, lead proposal development, and support the development of client offerings
- Mentor and provide professional development opportunities for junior team members
- Actively supports and takes part in new corporate initiatives and inspires and guides the Customer Experience team in the engagement and adoption of changes.
- Analyze metrics and other performance indicators and delivers strategies to improve Experience levels, productivity, processes and customer satisfaction.
- Monitors and evaluates performance relative to team goals and objectives; analyses variances and develops and drives action plans to achieve optimal results.
- Attends to and ensures that all human resources practices with direct reports and handles all team management from weekly one-on-ones to annual review cycles
- Work in close collaboration with the Key Accounts and CS Process Lead to oversee, manage and continually improve the customer Experience process in all aspects as well as keep up to date on Key Accounts management.
- Reporting: Prepare weekly, monthly reports as required.
- Other related duties that may arise from time to time.

**IDEAL QUALIFICATIONS**

**Experience**:

- 5+ years in a previous customer Experience manager role

Knowledge, Abilities and skills:

- Comfortable forming relationships with customers and ease in connecting with different audience segments on a genuine level.
- Experience working in a B2B and D2C environment
- Ability to appreciate and understand the opportunities, challenges, and limitations of a small business
- Well-developed strategic thinking, conceptual, problem solving and decision-making abilities
- Strong leadership, communication, and interpersonal skills
- Must have a pet and/or have a love for pets, and be comfortable working in a dog-friendly environment
- Computer proficiencies, including EDI, ERPs, and MS Office Suite, in particular Intermediate to Advanced Excel
- Experienced in implementing new systems and technology into an organization, from needs analysis to sourcing and collaborating with IT and other departments for implementation
- Experienced in change management, fostering a positive company culture, and developing and coaching teams,
- A pleasant, positive leader with a good personality and strong interpersonal skills who enjoys bringing out the best in people
- Effective communication skills with varied audiences
- Results-oriented, solution-oriented, flexible, adaptable, resourceful, clear decision-maker and problem-solver who enjoys working at both a strategic and tactical level, both big picture and detail-oriented

If you believe your are a fit for this position, please send us your resume.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Vancouver, BC