Manager, Client Care - Remote Manager Jobs in Alberta, Canada

Job Description

About the Remote Client Care Manager Jobs in Alberta, Canada

Manager, Client Care

Division: Medical Sales jobs
Hours: 40 hours per week, Monday – Friday
Job location: Remote
Employment type: Full-time permanent


A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!

We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and have a diverse team who bring their best every day, so Aurora can be the cannabis provider of choice for patients and consumers. We love our work, and we especially love our high quality, innovative brands that make up the Aurora family – from Aurora, Aurora Drift, San Rafael ’71, Greybeard and Whistler.

Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our “A-Team”. We are a high-performing team of cannabis experts, innovators, and champions, that work, learn and win together. We think BIG, act BOLD and execute with PURPOSE in all that we do, and will stop at nothing to cultivate the ultimate cannabis experience for our community.

Job summary
Reporting to the Director, Client Care, the Manager, Client Care will be responsible for strategizing and implementing initiatives to enhance the customer journey, reduce churn, and improve overall customer satisfaction. This role will involve working closely with various departments to deliver exceptional service delivery and ensure a seamless and positive experience for our customers at every touchpoint. Sound interesting? Here’s a little bit more…

As the Manager, Client Care you will provide…

• Oversee and manage the customer support operations and teams to ensure the delivery of an exceptional customer experience.
• Working closely with supervisors, team leaders, and other departments to address quality-related issues and implement solutions.
• Designing, implementing, and managing strategies that enhance customer satisfaction and loyalty while reducing churn.
• Experience in planning, development, and evaluation with the ability to identify long-term strategies and goals.
• Analyze and map out the customer journey to identify touchpoints, areas for improving the customer experience, and identifying areas for efficiencies.
• Analyze customer feedback and data to identify areas for improvement and create action plans to address them.
• Leverage technology to improve customer service processes and efficiency and enhance the customer experience.
• Collaborate with departments including but not limited to Sales, Marketing, IT and Operations to develop and implement effective customer management strategies aligned with the company’s objectives.
• Train and support staff on best practices for customer interactions and service excellence.
• Enforces customer support standards that align with strategic objective.
• Provide coaching/feedback and mentoring to team leaders.

You would be the best fit for this role if you provide…

• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Minimum 10 years of experience in customer support or service management, with at least 5 years of proven experience in a customer experience or customer success management role.
• Proven track record in executing strategic initiatives that drive organizational growth and innovation.
• Strong leadership skills, with a proven track record of developing high-performing teams.
• Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.
• Strong understanding of customer experience metrics and strategies.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Experience collaborating with cross-functional teams.
• Customer-centric mindset with exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.

Bonus points if you have:

• Patience.
• Strong leadership capabilities.
• Experience in business transformations and process documentation (considered an asset).

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