Customer Experience Manager (CX)

Overview:

At Saje Natural Wellness, we're nature's original farmacy, blending the superpower of plants so you can remedy real life, naturally. And like nature, we're continually growing! As we continue to build our team, we're seeking talented people to join us: in our stores, support offices, and distribution centres. We are a purpose-driven, people-first organization where collaboration, innovation and entrepreneurial mindsets thrive.

We look for individuals who have drive and warmth, agility and passion, and keep customer experience at the centre of everything they do.

At Saje, you’ll connect with a dynamic community and make a positive impact. Join our team and grow your career, alongside the most talented, hard working, and kind-hearted people out there.

The impact you'll make:

Reporting to the Director, Ecommerce, the Customer Experience Manager (CX), is responsible for leading and growing a team that serves and supports our Community Members across multi-channels: Phone, Email, Live Chat, Text, and Social Engagement.

This role is responsible for creating the conditions for the CX team to meet their purpose, and does so by hiring, developing, and engaging a high-performing, customer-centric team, by ensuring that processes and systems contribute to efficiency and ease, and by overseeing day-to-day operations with the support of a strong Team Lead bench.

The Customer Experience Manager is also responsible for representing the voice of the Community Member in all internal dialogue, ensuring that leaders in the business are aware of customer sentiment and trends, thus acting as a catalyst for resolution.

All Saje Team Members are responsible for contributing to Saje’s culture and maintaining a positive environment for themselves and their peers.

What you'll do:

• Attract, hire, train, engage, and grow a high-performing, customer-centric Team that delivers exceptional experiences across all CX channels
• Be the Voice of our Community Member by bringing Community Member trends, sentiments and feedback to life in all conversations. Through compelling reporting and regular contribution/escalation of insights, the entire business is aware of CM sentiment and areas of opportunity
• Establish volume and labour forecasting and annual budgets that support the overall business
• Create and execute on strategic annual and quarterly plans that contribute to growth of the department, and Saje’s overall objectives
• Set performance benchmarks and generate results, both at the individual level and at the team level including service levels, response times, productivity and quality, etc, and develop team to meet expectations.
• Champion Department, Process, and System Improvement, seeking out and recommending best-in-class ways to elevate
• Oversee day to day operations of the CX department and develop team to support
• Create a team environment where all Team Members consistently experience a sense of belonging and inclusion

We'd love to hear from you if you have:

• 4 years of experience in Customer Experience with 2 years of leading Customer Experience teams
• Experience managing a team of 10 Customer Experience specialists
• Customer-first mindset
• Ability to work independently to quickly problem solve in a fast-paced environment
• Excellent communication skills with the ability to powerfully communicate to customers, coach a large team and liaise with the support office
• Strong operational mindset with the ability to proactively identify and solve for process and technology opportunities to drive improvements in efficiency and productivity
• Proven ability to hire, retain and grow team members

Why Saje?

Here at Saje, we understand that joining a team is an important decision to make, so we want to be sure you're supported to do your best work.

The compensation range on average for this position is from $70,000 - $80,000 annually. Base pay is dependent on market location and may vary depending on job-related knowledge, skills, experience, and internal equity.

In addition to your base, we offer:

• Annual bonus program
• A hybrid way of working
• Flexible work hours based on business needs
• Wellness days to ensure you're taking care of you mental and physical health
• Health benefits - comprehensive health, vision and dental packages
• Paid sick days
• Generous product discount
• Full onboarding plan and onboarding buddy to help you settle in
• Employee Assistance Program - 24/7 support, resources, and information available to you and your family
• GRSP programs
• Paid time off to ensure you're resting & recharging
• Product training to help you learn about the benefits and efficacy of our 100% natural products to support your own wellness journey

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice. 

Join our team!

If this opportunity sounds like you, please apply in the link below. Not sure you're 100% the right fit? We encourage you to apply even if you don't have all of the listed qualifications. We offer a thorough onboarding experience to set you up for success, learning and development support, and help you to integrate seamlessly.

Saje provides equal employment opportunity to all employees and applicants and believe the best teams are made up of diverse perspectives and people. We offer reasonable accommodations to candidates with disabilities throughout the recruitment process and will work with you to ensure you are supported while working at Saje.

Salary : $70,000 - $80,000