Senior Manager, Customer Care

S'more about the team

As the Senior Manager of Customer Care at HelloFresh Canada, you will play a crucial role in overseeing and enhancing the customer experience for our brands of HelloFresh, Chefs Plate, and Factor_. You will lead a dedicated team, ensuring that customer care operations align with HelloFresh's commitment to excellence and customer satisfaction. In this role you will drive a continuous improvement culture focused on experimentation and implementation.

Lettuce share what this role will be responsible for

• Team Leadership: Lead and inspire the customer care team, fostering a positive and collaborative work environment.
• Continuous Improvement: Implement processes for continuous improvement, utilize experiments to identify the top opportunities, and advance the voice of the customer within the organization.
• Performance Optimization: Establish and monitor key performance indicators (KPIs) and budget, implementing initiatives to improve efficiency and customer satisfaction.
• Issue Resolution: Oversee the resolution of escalated customer issues, collaborating with cross-functional teams to address root causes.
• Strategy Development: Develop and implement customer care strategies aligned with overall business objectives.
• Cross-Functional Collaboration: Collaborate with other departments and senior leaders to convey customer feedback and insights, influencing product and service enhancements. Be an active member of the Product and Broader Leadership Team.
• All other duties, as assigned 

Sound a-peeling? Here's what we're looking for

• Experience: 5+ years of experience in a senior customer care management role, preferably in e-commerce or the food industry.
• Leadership Skills: Proven ability to lead and manage a customer care team effectively, including experience managing relationships with external stakeholders/vendors, such as call centers and offshore teams.
• Communication Skills: Exceptional verbal and written communication skills.
• Analytical Skills: Proficient in data analysis to derive insights and performance metrics to use for experiments to further improve the customer experience.
• Strategic Thinking: Strategic mindset with the ability to translate customer insights into actionable strategies.
• Degree: Bachelor's degree in Business, Marketing, or a related field.

Let’s cut to the cheese, this is why you'll love it here

• Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
• Health & Wellness - Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
• RRSP Matching - Competitive RRSP matching program offered
• Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance. 
• Family Benefits - A parental leave top-up program for expectant parents.
• Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
• Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives