Job Title

ROLE: Consumer Experience Manager (Bilingual) REPORTS TO: Vice President, Marketing LOCATION: Burnaby, BC We are looking for a Bilingual Consumer Experience Manager (CX) to join the Marketing Team at Earths Own. Our CX Manager is responsible for analyzing consumer trend data and providing technical expertise to Quality + R&D teams to create mitigation plans and quality issue solutions. They will be the voice of the Earths Own brand to consumers through phone, email, WhatsApp, Facebook Messenger, and Amazon.ca. They will work closely with the Earths Own digital team to provide expertise on key consumer concerns and create content to address through Earths Own digital channels. OPPORTUNITIES The core responsibility of this role is to respond to all consumer issues and inquiries via email, phone, WhatsApp, Facebook Messenger, and Amazon.ca within the same day, escalate key issues, and collaborate with senior leadership to identify actionable solutions. The CX Manager is a direct link to consumers with an opportunity to develop customer service and people skills using the Earths Own brand tone. This role will have the opportunity to work with agency partners on various projects and develop content that influences the brand narrative as Earths Own continues to grow. Here is who you are... DRIVE & MOTIVATION You believe that plant-based is more than just a way of eating but a total lifestyle shift You are passionate about changing the world through a plant-based movement and the impact that can have on the world (but being vegan isnt required) You want to spend your days working with cool people who love what they do You want to have an impact and are proactive in finding opportunities to make a difference You thrive in a fast-paced environment and arent afraid to get your hands a bit dirty You have a passion for growth and a proactive approach to personal development You are a people person that enjoys collaborative team sessions and isnt scared off by discussions with senior leadership You pay attention to the details and are a great problem solver when fires are burning CHARACTER & ABILITIES You have the ability to work individually as well as part of a team You have the ability to coordinate between various departments and to handle tight deadlines You thrive in a fast-paced environment and arent afraid to get your hands a bit dirty KNOWLEDGE & SKILLS Professional proficiency in French + English (verbal + written) is a must You have excellent analytical and project management skills, with the ability to lead cross-functional teams You have strong communication skills, both written and oral You are highly organized and able to multitask You have excellent troubleshooting skills Excellent computer skills, especially Excel, Word, and e-mail Good attention to detail EXPERIENCE At least five+ years in a consumer services or retail role NICE-TO-HAVE Experience with Salesforce is an asset THINGS YOU WILL DO... Respond to all consumer issues + inquiries via phone, email, WhatsApp, Facebook Messenger and Amazon.ca within 24 hours De-escalate + answer all consumer inquiries and complaints in a polite and friendly tone to ensure continued brand purchase through empathetic interactions, and factual + well-informed responses Create cases via Salesforce to track pertinent consumer data and description of inquiry/complaint, which is then analyzed, assessed, optimized, and formulated into an action plan by the Consumer Experience Manager Manage communication and implementation on all technical inquiries within the Earths Own team to ensure quality issues are addressed internally and an action plan created If the consumer inquiry is involving the product, manage the process to collect the product from the consumer to allow the internal QA team to assess the product and adjust processes + systems accordingly Create and present monthly and quarterly reports to the Senior Leadership Team with data analysis and recommendations to highlight trends in consumer issues and interests, which leads to action items and improvements within the business Conduct annual deep dive analysis via annual planning to identify trends, create a strategic action plan and build a consumer experience budget for the following fiscal year ($100,000 translation, license, coupon redemption, tools, consultants, designs of coupons, letterheads, and stickers) Lead the customization and management of the Salesforce system alongside managing an agency partner to ensure all data is being captured is relevant, correct, and actionable Lead the development of all training materials (SOPs), policies, and procedures for the internal team including all FAQs that are used both internally and by consumers