Petcurean
  • 29-Nov-2017 to 22-Dec-2017 (PST)
  • Marketing
  • BC, CAN
  • Salary
  • Full Time

Competitive Benefits package


As a key member of the marketing team, the Customer Experience Manager is responsible for upholding and enhancing Petcurean's commitment to exceptional customer experience through the execution, measurement and optimization of Petcurean's customer experience strategy. Working with both internal and external stakeholders, this role requires strong leadership, time management and communication skills. Management of Petcurean's customer service experience will be a success through the strong management of a team of talented individuals. People management will include providing guidance and coaching in order for the team to reach their goals and grow. Open and honest communication is a priority and will include conversations around performance, aspirations and well-being of the team. Being solution orientated will ensure efficient processes and workflows are adopted and maintained, and contribute to business goals.

The Customer Experience Manager will report to the Marketing Manager. This role will be based at our Head Office in Chilliwack, B.C.

Responsibilities: 

Customer Experience Strategy

Develop, lead and manage Petcurean's Customer Service department to ensure Petcurean remains a market leader in exceptional customer service, including:

  • Developing and managing service standards that align with the Petcurean brand
  • Leading the maintenance and updating of Petcurean's customer service tools and resources
  • Managing overall customer service experience delivery and all associated administrative processes
  • Leading a team of Customer Service Representatives; building their skills and capabilities while providing guidance and coaching; supporting each individual team member to be successful.
  • Sustaining overall customer service operational effectiveness and efficiency and ensuring adherence to procedures and policies
  • Completing program reviews and establishing new systems and procedures as needed
  • Providing program analytics and reports as needed
  • Managing the department budget

 

Team Leadership

At Petcurean our people matter. We foster an environment of communicating openly and regularly with team members about their performance, aspirations, and well-being. Transparency is our Petcurean personality. As a people manager it will be your job to ensure your employees know how they are doing on a regular consistent basis, what the company's expectations are of them and how they are doing against those expectations.

People managers are also responsible for providing and overseeing departmental training, orientation and implementation of policies and procures. When teams grow and change managers are also included in the recruitment and selection process for new team members.

Other:

  • Ongoing research and insight review while monitoring internal and external trends and opportunities
  • Tracking competitive activity and providing feedback to internal resources; reviewing market research to identify existing and potential opportunities for growth with customer service
  • Roll up your sleeves and do what is necessary to get the job done
  • Completes other duties as required within the same scope and level

Qualifications

  • Three to five years of successful experience in a progressive customer service role and three+ years of experience leading employees;
  • Post-secondary degree/diploma in business, marketing, communications or an equivalent combination of education, training and experience
  • Bi-lingual in English and one other language is considered an asset.

Customer-Centric Attitude

  • Lives and breathes customer-centricity, and through this passion you will lead the team and drive the success of the strategy
  • Exudes a deep, genuine passion for exceptional customer support and understands the role this passion plays in making the customer-centric team successful.

Powerful Communicator

  • Strong, confident and competent communicator (both oral and written)
  • Exceptional communication skills will be the bedrock upon which relationships will be built with team members, managers and the Petcurean customers.
  • Ability to tailor communication styles depending on the audience
  • Ability to influence stakeholders in order to influence the customer service strategy
  • Utilizing powerful communication skills to problem solve, you're able to handle the most difficult customer service situations when the front line teams cannot solve them.

People Manager

  • Solid leadership experience and an understanding of the dynamics involved in team leadership.
  • Inspires confidence and positivity by setting direction, displaying integrity, and moving towards team goals
  • Ability to foster an environment of communicating openly and regularly with team members about their performance, aspirations, and well-being. Genuine interest in the happiness and success of the team.
  • Inspires the team to always be looking for how they can make a difference for the customers, their colleagues, and the company.
  • Understands and empathizes with the challenging customer interactions the team faces on the front lines.
  • Ability to manage and balance time spent delivering customer experiences with the time spent reacting to customer service issues. Ensuring that the important is not completely subsumed by the urgent ' to make sure the fires of the day don't engulf the team's entire focus.

Strategic Business Partner

  • Several years of experience managing and implementing projects
  • Strong knowledge of customer service principles and practices
  • Experience developing and executing strategic plans and projects. Customer service is by its nature a "firefighting" activity, but customer experience requires proactive strategy and execution.
  • Proven ability to analyze data and make recommendations
  • High level of computer literacy: Word, Excel, PowerPoint and Outlook
  • Proven ability to manage and control budgets
  • Motivated self-starter, ability to juggle priorities and handle additional responsibilities as required and assigned
  • Highly analytical with excellent problem solving abilities
  • Proven ability to operate under pressure and meet deadlines

Hours of Work

This is a full-time exempt position based out of the Petcurean head office in Chilliwack, with regular office hours from Monday to Friday.  However, the Employee shall perform his/her duties at such places and during such times as may be reasonably necessary. Some limited travel may be required

Petcurean
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