ROLE: Consumer Experience Manager (Bilingual)REPORTS TO: Vice President, MarketingLOCATION: Burnaby, BCWe are looking for a Bilingual Consumer Experience Manager (CX) to join the Marketing Team at Earth's Own. Our CX Manager is responsible for analyzing consumer trend data and providing technical expertise to Quality
- R\&D teams to create mitigation plans and quality issue solutions.
They will be the voice of the Earth's Own brand to consumers through phone, email, WhatsApp, Facebook Messenger, and Amazon.ca. They will work closely with the Earth's Own digital team to provide expertise on key consumer concerns and create content to address through Earth's Own digital channels. OPPORTUNITIESThe core responsibility of this role is to respond to all consumer issues and inquiries via email, phone, WhatsApp, Facebook Messenger, and Amazon.ca within the same day, escalate key issues, and collaborate with senior leadership to identify actionable solutions.
The CX Manager is a direct link to consumers with an opportunity to develop customer service and people skills using the Earth's Own brand tone. This role will have the opportunity to work with agency partners on various projects and develop content that influences the brand narrative as Earth's Own continues to grow. Here is who you are... DRIVE \& MOTIVATION
- You believe that plant-based is more than just a way of eating but a total lifestyle shift
- You are passionate about changing the world through a plant-based movement and the impact that can have on the world (but being vegan isn't required)
- You want to spend your days working with cool people who love what they do
- You want to have an impact and are proactive in finding opportunities to make a difference
- You thrive in a fast-paced environment and aren't afraid to get your hands a bit dirty
- You have a passion for growth and a proactive approach to personal development
- You are a people person that enjoys collaborative team sessions and isn't scared off by discussions with senior leadership
- You pay attention to the details and are a great problem solver when fires are burningCHARACTER \& ABILITIES
- You have the ability to work individually as well as part of a team
- You have the ability to coordinate between various departments and to handle tight deadlines
- You thrive in a fast-paced environment and aren't afraid to get your hands a bit dirtyKNOWLEDGE \& SKILLS
- Professional proficiency in French
- English (verbal
- written) is a must
- You have excellent analytical and project management skills, with the ability to lead cross-functional teams
- You have strong communication skills, both written and oral
- You are highly organized and able to multitask
- You have excellent troubleshooting skills
- Excellent computer skills, especially Excel, Word, and e-mail
- Good attention to detailEXPERIENCE
- At least five
- years in a consumer services or retail roleNICE-TO-HAVE
- Experience with Salesforce is an assetTHINGS YOU WILL DO...Respond to all consumer issues
- inquiries via phone, email, WhatsApp, Facebook Messenger and Amazon.ca within 24 hours
De-escalate answer all consumer inquiries and complaints in a polite and friendly tone to ensure continued brand purchase through empathetic interactions, and factual well-informed responses
Create cases via Salesforce to track pertinent consumer data and description of inquiry/complaint, which is then analyzed, assessed, optimized, and formulated into an action plan by the Consumer Experience ManagerManage communication and implementation on all technical inquiries within the Earth's Own team to ensure quality issues are addressed internally and an action plan created
If the consumer inquiry is involving the product, manage the process to collect the product from the consumer to allow the internal QA team to assess the product and adjust processes systems accordingly
Create and present monthly and quarterly reports to the Senior Leadership Team with data analysis and recommendations to highlight trends in consumer issues and interests, which leads to action items and improvements within the business
Conduct annual deep dive analysis via annual planning to identify trends, create a strategic action plan and build a consumer experience budget for the following fiscal year ($100,000 -- translation, license, coupon redemption, tools, consultants, designs of coupons, letterheads, and stickers)Lead the customization and management of the Salesforce system alongside managing an agency partner to ensure all data is being captured is relevant, correct, and actionable
Lead the development of all training materials (SOPs), policies, and procedures for the internal team including all FAQs that are used both internally and by consumers
