Head of Customer Experience

Head of Customer Experience

Head of Global Customer Experience

Our partner is a global leader in the medical cannabis tech industry. With their unique technology platforms, and extensive data, they deliver invaluable insights into the behavior of their consumers to their many partners and stakeholders, and provide an unmatched online purchasing experience for over 1.5 million global users. As they continue to grow, their team in Vancouver is looking to add a passionate, charismatic Head of Customer Experience!

The Role

As a Sr. Global Customer Experience Manager you are passionate about alternative medicine and providing customers with an exceptional ecommerce experience. You are a leader who is eager to coach and provide guidance to your team while leading the implementation and automation of AI solutions. You excel in working with different company stakeholders/ teams in an effort to work together to improve the overall customer experience. You understand the importance of being driven by key metrics and report these to various stakeholders and upper management.

Responsibilities
  • Responsible for personnel management with vendors and across functional teams
  • Excellent oral and written communication skills
  • Present metrics and KPIs and make strategic decisions on best practices of measuring initiatives and the customer experience
  • Align with digital marketing team and other stakeholders such as engineering to launch AI solutions
  • Deliver reports on trends, customer feedback, and resolution initiatives
  • Implementation customer loyalty programs.
  • Implementation of best practices across customer service team.
  • Mentorship, training of customer service team
  • Creation of customer service materials eg. phone scripts, email templates and other content.
  • Forecasting for new hires, capacity and logistical planning for incoming customer inquiries through email, calls, and online chats.
Qualifications:
  • 5+ years' experience in customer success or customer service role
  • 3+ years' experience in CPG or eCommerce
  • 3+ years in a lead, supervisor, or management role
  • Bachelor's degree
  • ***Experience in the cannabis industry considered a strong asset
  • ***Bilingual (English/French) an asset.
Perks
  • Competitive salary, benefits, and vacation package
  • Desirable downtown Vancouver office.
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