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Sr Manager, Education & Engagement

Communication - Marketing - Sales
Details:
14 Month Contract
Customer service
Burnaby
English
May 8, 2018
Updated on
June 20, 2018
Valid until

As the Sr Manager, Education + Engagement you take pride in providing memorable experiences with consumers and understand what it takes to build a customer-centric organization.

About VEGA

Vega is a high-growth, natural health food and supplement company on Profit Magazine’s Profit 100 list of fastest growing companies the last five years with a passion for people. Our premium, award-winning brand is at the forefront of the plant-based, whole food revolution. Vega has been named one of the Best Workplaces in Canada for six consecutive years and was recently awarded the #1 Best Workplace in Canada 2017. Vega has also been recognized as the #1 Best Workplace for Women in Canada for the third year in a row. We honor a triple bottom line approach to business placing emphasis on people, planet, and performance. Join a great team atmosphere with a driven, vivacious group of people.

Overview

As the Sr Manager, Education + Engagement you take pride in providing memorable experiences with consumers and understand what it takes to build a customer-centric organization.  Your goal is to make sure everybody who touches Vega has a fun experience and you inspire your team to surprise and delight our consumers. You are a leader that is happiest when your team is achieving their goals and take great pride in their overall happiness and development. Through data and analytics, you help set key priorities and improve the process to create better consumer interactions.

You value integrity and customer service; you take ownership and show initiative in everything you do and are performance driven.  You not only love the culture, but contribute to it. Health and fitness is not something you read about, but something you live.

Key Responsibilities

Develop Vega’s consumer service strategy for all channels – social, phone, email, live chat, SMS Text

Work with digital and eCommerce teams to develop an omnichannel experience for Vega consumers

Develop a Crisis management and issues reporting process along with PR and Quality Assurance

Create and execute overall contact center and CX Strategy for Vega

Track, analyze and report on consumer trends and provide feedback to influence change to improve Vega’s Consumer Experience

Analyze and determine volume and costs by channel to optimize business

Work with content and digital team to develop material that reduces consumer contacts

Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service improvements and value add to our consumers

Research, implement and maintain contact center tools and technology (phone system, multi-channel software, customer support tools, ERP and CRM)

Set performance standards to meet department goals; coach/train team to achieve high performance; measure performance through developed KPIs

Lead a passionate group of 8-10 Consumer Experience Reps + Educators to ensure our consumers receive amazing support from that team

On floor support, escalation point and on-going coaching for the team

Update and maintain all Consumer Experience Policies and Procedures

Develop employee shift schedules to ensure all channels are covered and our SLAs are met

Complete quarterly and annual goals, performance reviews and  development plans

Skills and Qualifications

University or College Degree in Business, Sales or Marketing

3-5 years of previous experience in a customer service/experience manager role (multi-channel contact center experience preferred)

Demonstrated understanding of emerging customer interaction channels including social media, mobile, and chat

Previous CRM or ERP experience is required

Amazing organizational, communication and Microsoft Office skills

A passion to deliver world class customer service

Ability to build and maintain strong relationships

Exceptional listening, analytical and problem-solving skills

Culture creator and motivator extraordinaire

Fully bilingual in French and English is an asset

VEGA Must-Haves

You have an unrelenting desire to achieve

The outdoors isn’t just the place between your car and house

You have a sense of humor and passion for health and wellness

You love to have fun, but take your responsibilities seriously

You live the Vega brand

Benefits of Working for VEGA

Competitive compensation plan

Open Book Management

Annual Bonuses

Alternative refreshment options that go beyond coffee

On-site kitchen with in-house Vegan Chef offering plant-based food and snacks

An optional plant-based lunch program

In-house gym and meditation room

Monthly product to try so that you can perform at your best and promote the Vegatopian lifestyle

MSP – 100% coverage

Employee assistance program (EAP)

Flexible Extended Health/Dental Plan

Green Transit incentives

Fitness Subsidy

Employer matching RRSP Program

Education Fund

Let your journey begin!

If you smiled and are motivated by this posting, we want to hear from you. Send us your application at careers@myvega.com with “Sr Manager Education & Engagement – 14 Month Contract” on the subject line and let your journey begin!

Vega is an Equal Opportunity Employer. We offer reasonable accommodations to candidates with disabilities throughout the recruitment process. We thank all candidates for their time and interest in working at Vega, however, only candidates under consideration for opportunities with Vega will be contacted to participate further in this process. If you are contacted and you require any accommodation in the recruitment process due to a disability, please indicate this and we will work with you to meet your reasonable accessibility needs.