Customer Happiness Manager

DECIEM | THE ABNORMAL BEAUTY COMPANY

Aug 20, 2024

Applications are closed

Job
Full-time
Senior Level
Toronto

Requirements

4+ years of customer service experience is required
3+ years of leadership experience in customer service support is required
Preferred 2 to 3 years relevant experience in a Contact Centre environment or similar role
Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines
Strong leadership skills to coach and mentor employees

Responsibilities

Direct accountability for 1-2 Associate Managers and their direct reports
Liaise with Senior Manager on team initiatives such as recruitment, development discussions and develops their team to exceed agreed targets across the department
Providing solutions for all customer enquiries via email and live chat with the highest degree of courtesy and professionalism. Providing phone coverage as needed
Track customer complaints resolutions and provide feedback where necessary
Identify current and future customer requirements by establishing rapport with potential and actual customers and provides feedback to the Senior Customer Service Happiness Manager
In partnership with the Senior Customer Happiness Manager, assist in developing and implementing customer service policies and procedures
In partnership with the Senior Customer Happiness Manager, assist in defining communication standards for the Customer Happiness team
Investigate and triage issues which team members who are unable to resolve bring forth and assist in providing a solution
Effectively use business tools to monitor team performance, quality, and adherence, and also monitor Associate Managers and any subsequent direct reports
Educate customers about the world of Beauty and Skin Care, DECIEM brands and products
Support with the sustainability and social impact team and diversity, equity & inclusion team regularly to incorporate our approach into aspects of work

FAQs

What is the main purpose of the Customer Happiness Manager role?

The main purpose of the Customer Happiness Manager role is to supervise and motivate the Customer Happiness team, ensuring excellent customer experience while managing team operations, policies, and procedures.

What qualifications are required for this position?

The position requires 4+ years of customer service experience and 3+ years of leadership experience in customer service support, preferably within a contact center environment.

Will I lead a team in this role?

Yes, you will have direct accountability for 1-2 Associate Managers and their direct reports.

What tools will I need to use in this position?

You will be required to have intermediate skills in various software and web-based applications, including MS Office, Google Suite, and Salesforce.

What kind of customer interactions will I be handling?

You will provide solutions for customer enquiries via email, live chat, and phone, maintaining high courtesy and professionalism.

Are there opportunities for professional development?

Yes, you will have access to Development Grants and a LinkedIn Learning membership to support your growth and learning.

Does DECIEM provide parental leave?

Yes, DECIEM offers 6 months of paid time off for new parents, inclusive of all genders.

What kind of benefits can I expect as a DECIEM employee?

Benefits include generous vacation and personal days, mental health support, monthly catered lunches, discounts on DECIEM products, and access to an Employee Assistance Program.

How does DECIEM support sustainability and social impact?

DECIEM has a sustainability strategy focused on climate change, waste management, responsible sourcing, and product lifecycle, as well as the Good Fund to support both large and grassroots charities.

What is DECIEM's stance on diversity and inclusion?

DECIEM is committed to creating meaningful change in diversity, equity, and inclusion (DEI) within the workplace and the communities they operate, as outlined in their DEI commitment.

DECIEM | THE ABNORMAL BEAUTY COMPANY

Retail & Consumer Goods

Industry

1001-5000

Employees

2013

Founded Year

Mission & Purpose

DECIEM is a humble and happy umbrella of good beauty brands like NIOD and The Ordinary. We’ve been called every good and bad thing you can think of like “the most thrilling thing to happen to skincare”, and “the hottest beauty company right now”. Over the past year, we’ve sold more than one product every second, opened the doors to our 35th store, and welcomed our 1000th employee. With many products in development, a new 70,000 square-foot HQ to call home, and plans for even further retail expansion, we are excited to do even bigger things in the near future. DECIEM was founded in 2013 by “the beauty world’s most exciting disrupter”, Brandon Truaxe. During a four-month co-op at a skincare lab, he became angry at the lack of passion, transparency, or insight when beauty products were being developed. After selling his first software company, many years later, Brandon’s frustration at the beauty industry remained and he set off to make a change in the beauty business. That change is DECIEM and we’re working really hard to continue Brandon’s vision for a better world of beauty. Everything we do is of exceptional quality. Today, quality is no longer defined by price points or distribution channels. Quality today means being authentic, being different, being functional, being beautiful, and being sensibly priced, even to the wealthy. And we respect these principles. We choose to serve the educated, the curious, and the intelligent who appreciate our dedication to this very genuine definition of quality.