\r\nOur client is a leading childcare catering company that provides healthy, delicious, child-friendly meals and snacks to childcare centers and schools. They combine excellent nutrition with flavors and foods children love and are hiring a Senior Manager of Customer Success.\r\n\r\n\r\nReporting to the Senior Director, Sales and Customer Service, the Senior Manager of Customer Success is responsible for leading and managing the Customer Success function. Responsibilities span from partnering in the creation of the function strategy to overseeing the day to day operations of the Customer Care team The role would be responsible for setting targets strategies to support an amazing customer experience as measured by the Net Promoter Score. Ultimately, this role will be responsible for leading, developing, inspiring, and managing their direct reports and leading other indirect roles that will support the function in achieving business and performance objectives, and exceeding customer expectations. This role is responsible for the overall retention of our customers and for approving customer-centric policies.\r\n\r\n\r\nSuccess in this role will encompass the implementation of customer centricity throughout the organization and leadership of the Customer Success team delivering on priorities, goals and continuous improvement. The Senior Manager, Customer Success is customer-centric, results driven, and focused on creating an experience for clients that will continually exceed their expectations. To be successful in this role, the Senior Manager of Customer Success will be able to create a clear, inspiring and measurable strategy and plan for the function. This person will plan proactively through initiatives and be able to prioritize projects balancing day-to-day work in a dynamic environment. The Senior Manager of Customer Success will leverage their experience in ‘moving the needle’ on customer success and experience and engaging their team through the process of change. The successful person will possess excellent communication and organizational skills. The Senior Manager of Customer Success will add value by challenging the effectiveness of established procedures and developing continuous improvement processes for the organization and brings the voice of customer and customer insights into meetings and decision-making processes. The successful incumbent will be able to work collaboratively while raising the bar on customer experience.\r\n\r\n \r\n\r\nRESPONSIBILITIES:\r\n\r\nTalent:\r\n\r\n\r\n\tRecruit and train personnel and allocate responsibilities.\r\n\tAssess staff performance and provide coaching and guidance to ensure maximum efficiency and a team aligned with departmental objectives and culture.\r\n\tFollow the company’s talent program and evaluate staff quarterly.\r\n\tDevelop “A” players to uphold a high performing customer care team.\r\n\tResponsible for staff planning, scheduling and payroll approval for their department.\r\n\tPlanning and optimizing customer care responsibilities.\r\n\tEnsures confidentiality, diplomacy, and tact at all times.\r\n\tMaintaining a regular cadence with the team\r\n\tEnsuring that performance management is reviewed regularly, feedback is provided in a timely manner, and any issues are documented.\r\n\tHaving open and honest communication (being able to have tough conversations when necessary).\r\n\r\n\r\n \r\n\r\nCustomer Success:\r\n\r\n\r\n\tOverall accountability for the Customer Success function including account management, team leaders, and customer care and indirect accountability for others who may be delivering on customer success initiatives that are a part of a different function.\r\n\tEffectively and consistently is the chief voice of the customer and owns the Core Customer profile recommending changes and raising awareness on the implications of these changes as our customer continues to evolve.\r\n\tStrategically assesses current state comparatively to a desired future state and creates a clear path and strategy to moving the function to future state.\r\n\tStrong ability to project, manage and execute on plan engaging employees and customers throughout.\r\n\tDevelops systems and processes that deliver on a proactive customer experience and success.\r\n\tLearns, applies and plans the implementation of the customer centricity model.\r\n\tBuilds feedback mechanisms and identifies trends through actionable data to be the foundation for change recommendations, new programs, new or modified processes, policies and procedures.\r\n\tEffectively resolves escalated issues with the customer while collaborating with teams.\r\n\t3 wide / 3 deep – ensuring our customer relationships are being proactively managed.\r\n\r\n\r\n \r\n\r\nContinuous Improvement, Innovation & Expertise:\r\n\r\n\r\n\tResponsible for measuring and achieving KPIs related to the Customer Care department, such as Retention, CSAT (Customer Satisfaction Score), and Net Promoter Score, sets new targets, and KPIs as needed to deliver on overall goals and expectations for the Customer Experience function.\r\n\tSuccessfully builds plans, programs to make meaningful and incremental improvements to our customer net promoter score, CSAT score that supports our overall Dominant Brand objectives.\r\n\tCreates a proactive customer retention strategy.\r\n\tAids in the identification, assessment, and integration of new technologies within the function.\r\n\tMakes Level 3 recommendations for continuous improvement within the scope of their function.\r\n\tConnects CI team initiatives to the overall Customer Success strategies.\r\n\tDrives a spirit of continuous improvement within their function ensuring that quarterly CI initiatives are planned, executed, tracked and measured.\r\n\r\n\r\n \r\n\r\nLeadership:\r\n\r\n\r\n\tLives the company values and supports others to also live the values.\r\n\tLeads and role models culture with their team through cadence and communication and through the company by leading and participating in culture events.\r\n\tWorks with the Nutritional Services team to develop a semi-annual menu that will be well received by customers.\r\n\tCollaborates with Marketing, Sales and Production to develop and deploy programs and events to elevate customer success and engagement.\r\n\tLeads cross-functional teams on special projects and objectives as needed.\r\n\tActively participates in cross-functional teams by helping resolve cross functional issues or problems to optimize flow and the customer experience.\r\n\r\n\r\n \r\n\r\nDESIRED PROFILE:\r\n\r\n\r\n\tUniversity Degree with a focus on Business Administration (preferred).\r\n\tProven experience leveraging technology including ERP, CRM (Hubspot preferred), MS Office, planning technology, surveys, presentations, and other technologies to support effective rollout of initiatives.\r\n\tMinimum 5-8 Years experience in planning, implementing, and measuring customer success, customer experience and engagement strategies and tactics.\r\n\tMinimum 5-8 Year experience in leading teams through change management processes.\r\n\tExcellent organizational skills, with strong attention to detail.\r\n\tExperience with child care customers is an asset.\r\n\tModels and upholds the company’s charter and values, and brings it out in others.\r\n\tExhibits a Growth Mindset for ongoing learning and continuous improvement.\r\n\tCustomer Focus: Demonstrates a strong customer orientation to enhance business performance.\r\n\tChange Management: Embraces change by being resilient to support and position the business for future success.\r\n\tDecision Making: Employs the right mix of analysis and experience to formulate sound judgments.\r\n\tMotivating Others: Creates a climate that engages and empowers people to perform at their best.\r\n\tResults Focus: Ensures accountability and commitment to achieve business objectives.\r\n\tCommunication: Expresses information and ideas in a clear and compelling manner.\r\n\tDigital Literacy: The ability to discover, evaluate, and use information and technology effectively through various apps and digital tools.\r\n\tContinuous Improvement: Seeks ways to enhance business and operational efficiencies.\r\n\tPriority/Goal Setting: Focuses efforts to ensure the right objectives are achieved.\r\n\r\n\r\n \r\n\r\nKPI’s:\r\n\r\n\r\n\tCustomer Turnover – less than 1000 MEs per year\r\n\tCSAT Customer Care Score – 90% +\r\n\tOverall Wholesome CSAT Score – 85% +\r\n\tNet Promoter Score – Increase meaningfully with an overall target of 65 benchmark.\r\n\t\r\n\t\r\n\tInterested in this Opportunity? Submit an Application Package by clicking on APPLY TO THIS POSITION.\r\n\r\n
