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.

Overview

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. Phil@genuinehealth.com