Director, Concierge Client Care - Remote

Division : Medical Sales

Hours : 40 hours per week, Monday Friday

Job location : Remote (Alberta, Ontario & Quebec)

Employment type : Full-time permanent

A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!

We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and have a diverse team who bring their best every day, so Aurora can be the cannabis provider of choice for patients and consumers.

We love our work, and we especially love our high quality, innovative brands that make up the Aurora family from Aurora, Aurora Drift, San Rafael ’71, Greybeard and Whistler.

Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our A-Team .

We are a high-performing team of cannabis experts, innovators, and champions, that work, learn and win together. We think BIG , act BOLD and execute with PURPOSE in all that we do, and will stop at nothing to cultivate the ultimate cannabis experience for our community.

Job summary

We are seeking a dynamic and visionary leader to drive our customer experience and strategic initiatives, ensuring that our customer-centric approach remains a key differentiator in the market.

As the Director Client Care Experience at Aurora, you will be responsible for leading and transforming our customer experience (CX) function.

You will work closely with senior executives and cross-functional teams to build and implement innovative strategies that drive patient satisfaction, retention, and business growth.

Your expertise in customer success, strategic planning, and organizational leadership will be crucial in achieving our business goals.

This role will report to the Senior Director, Operations & Channel Partnerships.

As the Director, Client Care Experience you will provide

Leadership and Strategy :

• Develop and execute a comprehensive patient experience and strategy roadmap aligned with Aurora’s vision and objectives.
• Lead, hire, mentor, and inspire a combination of customer facing and operational roles to achieve excellence in customer experience.
• Drive a customer-obsessed culture across the organization, fostering collaboration and engagement at all levels.
• Help the company prepare for the next phase of growth by unifying and integrating key functional areas to improve patient retention and expansion.

Customer Success and Experience :

• Architect and scale impactful patient programs to drive growth and value for our clients.
• Analyze patient needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
• Develop and implement innovative strategies to address customer pain points and improve satisfaction and retention.

Stakeholder Management :

• Partner with functional leaders to identify key growth opportunities and recommend risk mitigation strategies.
• Develop and present impactful content and presentations for various platforms and audiences, including executive and board-level presentations.
• Identify and communicate trends early such that our business can address challenges and / or seize opportunities to improve outcomes.

Operational Excellence :

• Drive process improvement, cost optimization, and operational efficiency to enhance the overall customer experience.
• Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes.
• Establish and track KPIs, team goals, and metrics to measure success and drive continuous improvement.

Change Management :

• Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
• Develop and implement training programs to enhance employee experience and promote a patient obsessed approach.
• Foster diversity and inclusion across teams, ensuring a supportive and equitable work environment.

You would be the best fit for this role if you provide

• Advanced level of experience in customer experience, success, and strategy, with a strong track record of driving growth and value.
• Expertise in strategic planning, program management, business transformation and process improvement.
• Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
• Education : Bachelor's degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
• Recognition : Acknowledged as a top customer strategist and thought leader in the industry.

Bonus points if you have :

• Creativity and Innovation : seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Collaboration and Teamwork : works with others to deliver results, meaningfully contributing to the team.
• Influence : Asserts own ideas and persuades others, gaining support and commitment.
• Open Communication : clearly conveys thoughts, both written and verbally.
• Problem Solving : uses an organized and logical approach to find solutions to complex problems.
• Resilience, Tolerance for Change / Ambiguity : can effectively cope with change.
• Inclusive Leadership : Builds inclusive, cohesive teams.
• Enablement : Challenges and supports others to create results.

Why you’ll love working at Aurora

Our people are at the heart of everything we do here at Aurora, and we take pride in fostering an inclusive space that inspires our team to love where they work! From rewarding career opportunities to flexible work environments to team activities, we go above and beyond to prioritize your success.

• Flexibility : you will enjoy a flexible work environment that is the perfect blend of work and fun!
• Total rewards : we will motivate you to go above and beyond with a competitive salary, stock options, and more.
• Benefits : we will foster your health and wellness with our employee benefits package.
• Life-long learning : we’re lifelong learners here at Aurora and will invest in your professional development.
• Perks : we love to celebrate our people by providing corporate perks.
• Team : we are a diverse and global team of cannabis enthusiasts.

Next steps

Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team.

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Diversity and inclusion

At Aurora, we are proud to foster and celebrate a diverse community of professionals!

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