Customer Happiness Manager

at  Deciem

WHAT ON EARTH IS DECIEM?

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.
We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE’RE LOOKING FOR

We are looking for a Customer Happiness Manager to supervise and motivate our Customer Happiness team members and take responsibility for the operations of the team, staff, results and customer experience, ensuring that proper policies and procedures are followed.
This hybrid role will be based out of our Toronto head office.

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 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

• 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