Customer Experience Manager

Mont-Royal, QC, Canada
Full Time
Mid Level

About us

Earth Rated is driven by the knowledge that we can make things better. We are in constant pursuit of improvement and problem-solving. We relentlessly challenge the status quo to impact our community positively. The way we treat people and approach products is no different. We believe that making a difference starts with caring about everyday things.

Our Mission: Make everyday moments for people and their dogs simpler and better.

Our Vision: Empower dog owners to positively impact their dogs’ lives and the community around them.

 

Job Description

At Earth Rated the Customer Experience Manager is responsible for developing and implementing customer service strategies. Today, we are an international brand present in over 40 countries with more than 40,000 stores globally. In this role, you will be responsible for leading our Customer Service team, ensuring a consistent brand voice across all customer touchpoints and cross-collaborating with our Social, Innovation, and Sales team so we can continuously improve our product offering and customer experience.  

This is a leadership role and requires the ability to lead, manage and develop the customer service team on all consumer channels. You will also be responsible for refining and optimizing the existing customer service tools as well as researching best practices. The Customer Experience Manager is passionate about people, data, and collaboration.  

The execution of a strong, consistent, and high-quality customer experience strategy is critical, especially when setting the business up for long-term growth. Up for the challenge? Continue reading!

 

Responsibilities

 Growth: 

  • Align the customer experience objectives with Earth Rated’s business objectives through collaboration with the VP of Marketing;
  • Collaborate with our Innovation team to improve our product line and product offerings; 
  • Collaborate with our Social team to create educational content for our community; 
  • Collaborate with our Sales team to improve the sales process;
  • Manage and grow our existing Customer Service team;  
  • Build training and resources tools for up-to-date product information, features, and all relevant information;
  • Monitor all aspects of consumer channels;
  • Champion opportunities to consistently improve the Earth Rated experience;
  • Develop listening points in the customer journey, define segmentation of customer base and varying strategies and identify opportunities for continuous improvement;
  • Test strategies for driving customer value;
  • Continually review and evolve the collection of processes Earth Rated uses to track, oversee, and organize every interaction between the customer and Earth Rated throughout the lifecycle.

 Leadership: 

  • Lead, manage, and build out the Customer Service team;  
  • Ensure the team has the capabilities required to deliver an exceptional customer experience while providing a challenging and aspirational career trajectory for individual team members; 
  • Strong ability to share clear messages and make complex ideas easy to understand for everyone;
  • Excellent listening skills;
  • Strong proficiency in report building and data sharing;
  • Experience managing and tracking a department budget;
  • Strategic thinking, vision, and ability to execute.

 Data-centric:

  • Strongly proficient in measuring Net promoter score (NPS), Customer satisfaction (CSAT), Customer effort score (CES), Customer churn rate, and Customer retention;  
  • Manage CRM systems and develop metrics to measure customer success;
  • Leverage data to further strengthen our relationships with our customers;
  • Provide insight into customer needs, pain points, and behaviors;   
  • Utilize data to augment the customer experience and cultivate customer loyalty.  

 

Ideal candidate

  • 5+ years of CPG customer service/experience management; 
  • Has a results-oriented mindset and ability to self-motivate;
  • Ability to remain positive, enthusiastic, and solution-oriented;
  • Excellent communication skills both written and verbal 
  • In-depth knowledge of customer experience strategies and methods, as well as employee motivation techniques;
  • Passionate about coaching and developing others to see challenges as opportunities;
  • Excellent leadership, communication, interpersonal, and customer service skills;
  • Great strategic planning, organizational, and creative thinking skills;
  • Experience working in a start-up environment along with scaling CPG (Good to have!)
     

Some pack perks

We’re proud to offer competitive benefits and perks, endless learning and growth opportunities, and a collaborative work environment. Including:

  • A dog-friendly and inclusive culture
  • Virtual health care & consulting services through Consult+ 
  • Every-day catered gourmet lunches, snacks, and hot beverages
  • Company-paid cell phone & plan
  • Flexible schedule and work-from-home options
  • An annual profit-sharing plan for all Earth Rated team members 
  • Paid vacation time-off including an office closure from December 24 to January 1 inclusively
  • Access to a dog trainer & massage therapist
  • 24/7 access to Earth Rated’s very own gym UNLEASHED and daily personal trainers

Earth Rated is committed to diversity, equity, inclusion, & belonging. We value all of our team members and candidates as unique individuals, and we welcome the variety of experiences they bring to our company. As such, we have a strict non-discrimination policy and recruitment strategy that celebrates diversity. We believe that every person should be treated equally regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law.

 

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