Manager Customer Satisfaction and Quality

Powering Vision Essilor is an international company and the leading provider of eyeglass lenses in the world. Our mission is improving lives by improving sight, and we work every day to bring good vision to the 4.5 billion people around the globe in need of visual correction. Our products are worn by one billion people daily in 130 countries. Essilor Canada employs more than 1,000 visionaries nationwide throughout its 30 locations. Join our team as Manager, Quality and Customer satisfaction and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction. Your mission You will be responsible for achieving quality objectives for the organization through the development and implementation of strategic quality programs. You will also provide additional support to achieve other performance and productivity objectives. You provide support to managers of industrial laboratories, regional sites and customer experience teams by identifying opportunities to achieve high levels of customer satisfaction. This includes analyzing and reporting quality data, as well as providing guidance and leadership for managers in this regard. You will work with all levels of management teams, stakeholders, associates and representatives from Customer Services and Sales, as well as regional site managers and other directors of the organization. Your main challenges Compliance Management Manage and consolidate national quality indicators focused on compliance with product quality requirements; Ensure the accuracy, integrity and standardization of results reporting across all laboratories and sites; Manage quality policies and procedures for the organization in connection with the implementation of Essilor Canada's quality system; Support the organization in the deployment of quality documentation and provide training to managers during its implementation; Manage the organization's Quality standards and enforce them in the group's laboratories and sites. If these standards exist at the international level, have them applied at the Canadian level; Generate strategic data reports (complaint compliance, audit results, customer complaints, return data) at Essilor Global level; Responsible (in partnership with the legal department) for Regulatory Affairs and Compliance with quality standards in Canada (eg: annual renewal of Health Canada's medical device license, introduction of new products, consumer protection, etc.) ; Actively promote the ever-increasing level of quality of Essilor lenses with associations responsible for regulatory affairs. Quality management and control Centralize and standardize regional quality information by developing tools accessible to all departments; Train managers and their employees on quality & problem solving tools and on good operating practices; Ensure the development and management of the Excellence Quality Center (EQC) as well as investments in CAPEX: to control product compliance, validate product launches, carry out product audits; Continuously assesses and ensures that proactive plans are in place to improve the performance of the Essilor Group as well as the level of customer satisfaction; Effectively communicates, oversees and implements all quality objectives for Canada; Canadian representative on the Quality Leadership Team (QLT), as well as for the North America QLT. Quality project management Manage the validation of any new product launches; Monitor and analyze production and market trends. Propose recommendations to maintain or reverse the trends observed; Management of post-launch monitoring (customer survey, customer feedback...); Lead and support Quality programs and major transformation projects; Build the cross-functional network within Essilor Canada and within the Essilor Global Operations team; Quality manager of special projects during the year; Co-responsible for the Global In-Market Quality Committee; Continuously support the “Quality Marketing” strategy through a formal and annual market assessment by customer level (large and medium); Customer satisfaction management Manage the National Returns Center to coordinate and track internal and external customer complaints, including probable cause of defect analysis, trend analysis, resolution communication and documentation; Manage all aspects of customer and consumer satisfaction and experience, eg. Elements of products and services, listening to VOCs, handling complaints, returns and managing customer protection and problem resolution; Active member of the "customer satisfaction committee" for continuous improvement by analyzing customer complaints and feedback, understanding and defining an action plan (Canadian and international scope) Team management of Quality Analysts (customer feedback); Liaison Officer - Major Account Operations Act as a liaison between Essilor Canada and major account clients; Be Essilor's main contact to support customers with operations