Customer Service Manager

**Customer Experience Manager**

**Maison Battat Inc. - Montreal, Qc, Canada**

Childhood is inherently a time filled with imagination, creativity, and curiosity. At Battat, our mission is to inspire everyone to find joy and learnings through the power of play. As a global toy company, we do this by designing and manufacturing a wide range of high-quality toys. We want them to fill families’ hearts and homes with endless fun We are a young, dynamic team that loves to learn, grow, and create moments of joy that will make kids smile for generations to come. Ready to be a joy maker and eager to gain a rich experience under exponential international growth conditions? Join us

Reporting to the Marketing Director, the **Customer Experience Manager** is responsible for the development of a customer experience program and continuous process improvement as well as train and support the customer service team.

**Core Responsibilities**
- Build and create the customer experience program at Battat and determine the metrics used to evaluate the customer experience
- Develop customer service policy standards and documentation
- Offer flawless customer service; ensure that responses are accurate and provided in a timely manner, regardless of the channel
- Plan and monitor the team’s productivity and quality after setting performance objectives
- Support the team in achieving their objectives by guiding them and providing advice on work methods, process optimization, and new techniques
- Guide, coach, train, mentor, and motivate the team of representatives to perform effectively and up to brand standards
- Determine system and process improvements and can effectively implement change management across the team
- Actively engage with cross-functional teams such as IT, Warehouse, e-Commerce, and broader Marketing

**Qualifications**
- What’s on your resume_
- Minimum 4 years of experience in a related customer service, project management, or administrative role (preferably in consumer goods)
- College or university diploma in business, management, communications, sales or any other related field is a definite asset
- Bilingual (English and French) both written and spoken is mandatory (Other languages are an asset)
- How others would describe you_
- An experienced customer service leader, you are a great communicator and is result oriented You are recognized for your problem solving, decision making and customer focused mindset
- Strong sense of strategic thinking, creativity, innovation, leadership and positive attitude
- Ability to multi-task while being meticulous, detail oriented, and thorough
- Ability to manage a team of agents
- Strong organizational and planning skills with an ability to prioritize
- Experience working in a retail store an asset
- Proficiency in Adobe and Service Cloud an asset
- Ability to work independently and in a team environment
- Motivated and challenged by working in a fast-paced demanding environment
- What Joining Battat Offers_
- Competitive salaries based on experience
- Group benefits package
- Hybrid workplace
- Continued education
- Dynamic work environment with a “kids at heart” mentality
- Opportunity to think outside the toy box, propose new ideas, and implement them
- Ability to own and lead the elevation of our brands
- Collaborative team that gets things done by aligning and working together towards common goals

**Gestionnaire, Expérience Client**

**Maison Battat Inc. - Montréal, Qc, Canada**

L'enfance est de nature une période remplie d'imagination, de créativité et de curiosité. Chez Battat, notre mission est d'inspirer tout le monde à trouver de la joie et des apprentissages grâce au pouvoir du jeu. En tant qu'entreprise globale de jouets, nous le faisons en concevant et en fabriquant une large gamme de jouets de haute qualité. Nous voulons qu'ils remplissent le cœur et la maison des familles avec un plaisir sans fin Nous sommes une équipe jeune et dynamique qui aime apprendre, grandir et créer des moments de joie qui feront sourire les enfants pour les générations à venir. Prêt(e) à créer de la joie et désireux(euse) d'acquérir une riche expérience dans des conditions de croissance internationale exponentielle ? Rejoignez-nous

Relevant de la directrice marketing, le(la) **Gestionnaire, Expérience Client** est responsable du développement d'un programme d'expérience client et de l'amélioration continue des processus ainsi que de la formation et du soutien de l'équipe du service à la clientèle.

**Responsabilités Essentielles**
- Construire et créer le programme d'expérience client chez Battat et déterminer les paramètres utilisés pour évaluer l'expérience client
- Élaborer des normes de politique de service à la clientèle et de la documentation
- Offrir un service client impeccable; s'assurer que les réponses sont exactes et fournies en temps opportun, quel que soit le canal
- Planifier et surveiller la productivité et