Customer Experience Manager - Jobs in Toronto, ON

Job Description

Greenhouse is a plant-based beverage company and Certified B Corporation headquartered in Toronto. Founded in 2014, our mission is to offer widespread, sustainable access to plant-based nutrition and wellness of the highest quality. Our goal is to make it simple to savour the present while looking out for a healthy future—ours, and that of our planet. Greenhouse is a rapidly growing, vertically integrated early-stage business with national distribution. Our company values include environmental accountability, continuous improvement, teamwork, respect, and inclusiveness.Greenhouse is seeking a data-driven Customer Experience Manager with a strong understanding of how to deliver a smooth, unfragmented, consistent, and inspiring customer experience across all touchpoints and at all stages of the buyer journey. The successful candidate will play a leadership role in building and managing the execution and continuous improvement of Greenhouse’s Customer Experience, Customer Loyalty, and Lifecycle Marketing strategies.As it currently stands, this role is a hybrid with work-from-home along with some travel to our Toronto office, Mississauga production facility and Toronto company-owned stores required. A partial transition back into our Toronto (Queen + Ossington) office will occur in the coming months.Primary Responsibilities:

• Oversee the technical development, implementation, launch, and growth of “Loyalty 2.0”, our omni-channel loyalty marketing platform.
• Develop, manage, and optimize the offering of our VIP programming, including program structure, roadmap, benefits, program offer expense management, and construct the systems needed to support long-term goals.
• Work cross-functionally with Marketing + Growth, Operations, and Retail teams to implement programming, initiatives, features, and campaigns that drive incremental engagement, revenue, and loyalty from our customer segments.
• Collaborate with internal team members and external agency partners to design and implement the technical development of our Loyalty Program, ensuring it is delivered on-time and on-budget.
• Leverage multiple data sources to identify customer pain-points, frustrations, and areas for improvement; generate insights and develop sustainable solutions to these issues to drive an exceptional customer experience.
• Build and adapt policies, processes, and workflows that deliver a consistent, high-quality customer experience and drive continuous improvement in all key customer metrics such as customer engagement, satisfaction, retention, subscription churn, and lifetime value.
• Analyze audience cohorts, campaign results, and customer behaviour to identify actionable opportunities for customer base growth, engagement, and improved retention through our referral, subscription, upsell, loyalty, and win-back programs.

Desired Skills:

• Highly organized “doer” who is solutions oriented and results driven.
• Team player with excellent communication skills and proven ability to manage cross-functional projects.
• Analytical, detail oriented thinker who is comfortable working with data and translating insights into effective strategy and actionable solutions.
• Desire and ability to learn new technologies quickly is essential.

Desired Experience:

• 3 to 5 years of relevant experience.
• Degree in Business, Marketing, Operations or other relevant field preferred.
• Experience working with Shopify or similar eCommerce software considered an asset.
• Experience in the food and beverage industry considered an asset.

About Greenhouse:As a company, Greenhouse is committed to ensuring that all people-related processes such as recruitment, hiring, promotion, compensation, benefits, and so forth are administered without regard to race, colour, religion, national origin, sex, or age. We value an inclusive workplace and will ensure our practices and policies uphold just this. For individuals with disabilities, accommodations are available.We look forward to hearing from you!Quick Apply

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