Senior Manager, Customer Experience

JOB DESCRIPTION

S'more about the team

As the Customer Experience Senior Manager for The Pets Table, you will take ownership of The Pets Tables’ end to end customer experience to ensure all of our customers are receiving exceptional service every time they interact with a customer care agent or other brand representative. This person will balance customer love with operational rigor by identifying opportunities to improve the experience and implementing them across teams.

Lettuce share what this role will be responsible for

• CX Strategy & Ownership: Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue.
• Learning & Development: Ensure our agents our equipped with the best and most up to date content and training materials to provide best in class customer service
• Performance Management: Own and analyze key performance metrics (CSTAT, NPS, Cancellation Rate, AOR, QA scores) to continuously improve service quality and operational efficiency.
• Voice of the Customer: Build robust feedback loops to ensure the customer's voice informs and inspires product, marketing, and operational decisions company-wide.
• Cross-Functional Leadership: Establish effective escalation paths and build processes that enable cross-functional teams to resolve issues quickly, confidently, and with empathy.
• Innovation & Technology: Strategically identify and implement automation where it enhances the customer experience, while preserving human touchpoints where they matter most.
• Customer Advocacy: Champion initiatives for "surprise & delight" and thoughtful problem-solving, identifying high-impact opportunities to go above and beyond for customers.
• All other duties, as assigned

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

• 5-10 years of experience managing customer experience / support teams, ideally at another pet food business or DTC consumer business
• Strong verbal and written communication abilities - able to represent the voice of the brand for all customer care touchpoints
• Strong project and stakeholder management skills, working with various teams across multiple continents to build consensus and change
• Excellent quantitative and analytical skills - able to gather, organize, analyze, visualize, and present data to enable decision-making
• Undergraduate degree in fields such as Communications, Marketing and English
• You are: Analytical: Data is your friend; you're able to translate numbers into action and pave the way for efficiency Self-starter: Capable of jumping into new challenges, quickly assessing what needs to be done, building a plan and executing flawlessly Bold: You’re adventurous, outgoing and optimistic; you’re confident making decisions and taking calculated risk Entrepreneurial Spirit: You have the vision, passion, and imagination; you are not afraid to ask, ‘what if’ and constantly challenge the status quo Team-oriented: You have a track record of working in cross-functional teams and cultivating collaborative partnerships at all levels and departments of an organization Strategic: You recognize and resolve situations that are ambiguous or challenging and use logic to identify alternatives, evaluate, and present approaches to solving complex problems while thinking in terms of contingency plans Cost focused: You’re able to identify and deliver cost savings using a variety of levers from negotiating to more strategic procurement levers Customer-focused: Slightly obsessive-compulsive when it comes to customer experience and strive to deliver a product that is second to none Agile: Thrive on shifting priorities and new challenges, willing to move forward without a roadmap, building and driving the needed structure Creative: Challenge conventional methods and open to new ideas Driven by results: Independently push multiple projects to completion with a sense of urgency. Focus on activities that have tangible business outcomes and require little oversight to move projects forward A clear communicator: With solid written and oral communications skills. Able to clearly coordinate and provide information to co-workers Goal-oriented: Ability to break complex, unstructured problems down into components of impact and derive quantifiable action items Self-motivated: Driven and able to work effectively both independently and in a team environment

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!
• 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 - With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
• Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!

Flexible Hybrid Approach

At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience.

To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 2 days in office per week, with most teams in office between 2-3 days a week.

#LI-HYBRID

Working Conditions

It’s no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process.

HelloFresh Canada uses AI-integrated technology to help us process and evaluate applications more efficiently. This includes tools that screen and assess candidate qualifications based on the requirements for this role. While these tools assist our workflow, all final selection decisions are made by our hiring team.

This is a posting for an existing vacancy. We are actively seeking to fill this position.

Interested in joining the HelloFresh team? Don’t be chai, apply! Submit your application in PDF format today.

Toronto, ON Pay Range$100,000—$110,000 CAD