Customer Experience Manager

hace 1 semana

Desde casa, México Manukora A tiempo completo

**Who are we?**Join the team at Manukora, the leading brand in the fast-growing Manuka category, with operations in New Zealand and the United States.Founded in 2015, Manukora has rapidly expanded, becoming synonymous with high-quality, ethically sourced Manuka honey.We’re on a mission to treat the world with natural goodness, specializing in the best-tasting honey on the planet, known as “Honey With Superpowers.” This creamy caramel super honey contains unique antioxidants, prebiotics, and a special antibacterial compound called ‘MGO’. We have a rapidly growing team in the US to support our growth in DTC and wholesale channels.This role will report to our Senior CX and Retention Manager, based in LA, and will work cross-functionally to holistically manage our customer experience.Our values guide the way we operate and represent what is important to us:- Give it everything - We work hard to deliver outstanding results. We continuously strive to improve personally, as a team and as an organization.- Nurture relationships - We are a relationship first organization. We consistently go above and beyond to build meaningful relationships with our customers, suppliers, team and community.- Live in balance - We believe life is best lived when balancing ambition, relationships, enjoyment and health.- Champion nature - We are committed to doing business in a way that maintains and restores the natural function and beauty of our planet.If you are customer obsessed, highly organized, collaborative, and want to be part of a dynamic, growth-oriented company, we’d love to hear from you**The role****Key Responsibilities**- Develop and implement a customer experience strategy that aligns with the company's goals and values.- Oversee a team of customer experience advocates and ensure that they provide excellent service to our customers via all channels.- Work closely with other departments (e.g., sales, marketing, product development) to ensure that the customer experience is seamless.- Analyze customer feedback and use it to identify areas for improvement.- Implement customer experience best practices and ensure that they are being followed.- Develop and maintain customer experience metrics and KPIs.- Come up with initiatives to nurture our subscription and VIP customers.- Create and manage customer experience training programs for new and existing employees.- Build and maintain relationships with key customers and stakeholders.- Handle reviews and messages on Amazon.- Manage fraud complaints/chargebacks on a consistent daily basis.- Stay up-to-date with industry trends and best practices in customer experience.**Requirements**:- Fluent in English, TOEFL or IELTS certification preferred- 5+ years of experience in customer service.- Excellent communication and interpersonal skills.- Strong leadership and team management skills.- Quick learner.- Analytical mindset and ability to use data to drive decision-making.- Ability to multitask and manage competing priorities.- Passion for providing excellent customer service.- Collaborative mentality.- Familiarity with customer service software, such as Gorgias, Kustomer, Zendesk or similar tools.- Passion for natural health and wellness products is a plusPay: From $33,000.00 per month**Language**:- english (preferred)Work Location: Remote

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