Customer Experience Manager

Full time in Toronto

About Genuine Health

Genuine Health is a fast paced, natural health food and supplement company who for 25 years has delivered the best quality products. We are a registered B corporation, where what we do matters. Here, what we put in the bottle matters, our people matter, and the planet matters. Our award-winning brand is at the forefront of the better for you, whole food revolution, focused on Greens, Lifestyle products and gut health. Join a great team, help curate our amazing atmosphere with a driven, vivacious group of people.


Genuine Health has a current opening for a Customer Experience Manager. Reporting to the General Manager, qualified applicants will possess the ability to create and maintain efficient and effective day-to-day communication to the Sales team, as well as to possess the ability to provide sales analytics to help enhance the decision-making process. This position will have close interaction with other departments within Genuine Health in order to effectively facilitate internal communications to assist us to further ensure a world class customer service experience for all our customers.

Key Responsibilities

  • Deliver an exceptional customer experience for all who touch Genuine Health.
  • Perform quality training, coaching and team mentoring to generate inside selling activity, exceed customer expectations in relationships, and to develop new business opportunities
  • Complete quarterly and annual goal and employee reviews and development plans
  • Assess and manage employee performance to ensure individual, team and company excellence
  • Effectively manage the implementation of business processes and monitor that the Inside Sales, Customer Service team maintain and exceed targets with all company support tools
  • Attract, develop, and retain high-performing sales and customer service talent
  • Provide direction and assistance to cross departmental teams and participate in cross departmental initiatives to solve business and customer issues
  • Responsible for sales quota, metrics and quarterly goals setting at the team and individual level
  • Accurate sales forecasts and sales reporting and communication of sales progress for Sales Departments and the Inside Sales Customer Service team
  • Maintain a current knowledge of product, industry, research and information, and an understanding of our customer’s business challenges and our industry trends and company goals
  • Serve as a role model for Inside Sales, Customer Service team
  • Oversee and serve as back up and escalation point to Inside Sales, Customer Service team
  • Online sales overseeing, responsible for sales and follow up from orders that come over the web

Skills and Qualifications

  • 3-5 years experience in an Inside Sales, Customer Service role, managing a team of direct reports
  • Understanding of business analytics
  • University or College Degree in Business, Sales or Marketing
  • Comfort and skill in problem solving, critical thinking and in resolving customer issues
  • Highest level relationship management and excellent interpersonal skills
  • Strong organizational proficiency with accurate detail retention
  • Passion for our industry and in providing all customers with world class customer service
  • Ability to manage a complex team of Inside Sales Customer Service professionals
  • Experience in a retail or entrepreneurial environment an asset
  • French bilingual an asset (spoken & written)

GH “Must Haves”

  • Exhibit the highest level of integrity in everything you do
  • Passionate about customer service
  • Takes ownership and shows initiative
  • Performance driven
  • Genuinely care about others
  • You are successful and happy in all areas of your life
  • The outdoors isn’t just the place between your car and house
  • You have a sense of humour and passion for health and wellness
  • You love to have fun, but take your responsibilities seriously

Benefits of Working for Genuine Health

  • Competitive compensation plan
  • Open book management
  • Performance bonuses
  • Quarterly Genuine Health product at no cost
  • Extended health/dental plan
  • Group RRSP matching
  • Complementary Smoothie meals available
  • Awesome Toronto Neighbourhood

Let your excitement become reality!

If are motivated and smiled with this posting, we want to hear from you. Contact Phil LeBeau and let your journey begin.