Senior Manager, Customer Experience

Are you looking for the chance to make a positive impact on the planet? Do you have a passion for exceptional service and the ability to wow customers? Does lifting others up bring you joy? If so, we're looking for you!

You:

• Figure out how to fix it instead of who is to blame
• Thrive in the grey, bravely finding your way through unknowns
• Appreciate a respectful debate, even with your boss
• Are excited about being a part of empowered teams
• Have pulled recyclables out of the trash
• Aren't afraid to jump in the deep end
• Be the Architect of Joyful Journeys
  
  

We:

• Believe we do not inherit the earth from our ancestors; we borrow it from our children
• Work to protect and restore the environment
• Aren't afraid to make mistakes as long as we learn
• Care more about your values and intelligence than your experience
• Are committed to creating team dynamics that create empowerment vs. entitlement
  
  

Our Core Values:

• Commit to a culture that builds a strong COMMUNITY
• Foster CREATIVITY to inspire fresh innovation
• Embrace COURAGE by taking action despite uncertainty
• Live with Awareness and CONSCIOUSNESS of our choices
  
  

The Opportunity:

Reporting to the Director of Marketing + Customer Experience, the Senior Manager, Customer Experience at Lomi is on a mission to elevate customer delight, loyalty, and retention by optimizing the customer journey, nurturing loyalty, and driving unparalleled satisfaction. Join us in ensuring that customers remain at the heart of everything we do. We are seeking a strong leader who can engage a diverse global team and ensure continuous improvement in our customer efforts. Candidates must have experience managing in a call centre or e-commerce service environment with agility in CXR Tech Stack tools and best practices for retention. This role is remote friendly (in Canada) with 8-4 or 9-5 Pacific time zone hour coverage required.

Responsibilities

Leadership + Strategy

• Cultivate a strong team culture through leadership and coaching, fostering a positive and engaged work environment for employees; recognizing the link between employee satisfaction and customer satisfaction.
• Execute, alongside senior leadership, a comprehensive customer experience and strategy roadmap aligned with Lomi's vision and objectives
• Lead, hire, mentor, and inspire a combination of customer-facing product and account management teams to achieve excellence in customer experience. Perform full scope of people management practices, including performance management and onboarding
• Drive a customer-centric culture across the organization, fostering collaboration and engagement
• Develop an informed understanding of how customers interact with Lomi's success and support teams and build out, socialize and operationalize key customer experience metrics.
• Utilize customer data and feedback to make informed decisions on customer experience improvements, product/service enhancements, and marketing strategies.
• Establish and manage systems for collecting, analyzing, and acting upon customer feedback to drive continuous improvement.
• Monitor KPIs related to customer satisfaction, loyalty, and retention, and use this data to inform decision-making.
• Support organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
• Support the next phase of company growth by unifying and integrating key functional areas to improve customer retention and expansion.
  
  

Customer Experience + Success

• Oversee customer support teams, implementing best practices, and ensuring efficient resolution of customer issues
• Recruit, train, and manage a team of high-performing customer experience leads and team members that operate at multiple levels across the globe;
• Address and resolve customer escalations and crises effectively, alongside senior leadership, turning challenges into opportunities for improvement.
• Activate and scale impactful customer programs to drive growth and value for our clients.
• Develop quarterly goals and strategic plans for the CX team for quarterly and annual planning cycles.
• Analyze the customer journey, mapping touchpoint improvements, and ensuring a seamless, positive experience at each stage.
• Provide training and development opportunities for customer-facing teams to enhance their skills and ensure consistent delivery of exceptional service.
• Develop and maintain a smooth handoff from the Sales + Business Development team on retail & enterprise accounts, ensuring all technical requirements are addressed.
• Identify industry trends, stay current on customer experience best practices, and drive innovation to meet evolving customer expectations.
  
  

Stakeholder Management + Collaboration

• Analyze and disseminate key learnings and customer feedback with cross-functional stakeholders
• Collaborate across the organization to ensure customer centricity is key to every strategy including: Product, Business Development, Marketing, Operations, and Digital Experience.
• Implement and leverage customer experience technologies and tools to enhance efficiency, gather insights, and personalize interactions
• Work with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Serve as a thought leader to the organization on best practices around customer experience and act as an internal customer advocate.
• Demonstrate a desire to proactively help and serve internal/external customers to meet their needs
  
  

Requirements

• 4+ years of leadership and accountability in customer experience
• Experience in recurring revenue customer retention strategies (subscription)
• Experience managing, and scaling omnichannel support systems and teams across multiple product categories and geographies
• You understand the nuances and have direct experience with D2C and B2B customer success needs to maximize customer adoption and retention including support issues, subscription services, warranty claims & returns
• Deep knowledge and expertise in various CXR tools, applications and support systems
• Excellent consultative sales acumen. You will be coaching your team on customer retention, how to handle upsell and renewal opportunities.
• Experience in a scale-up organization, obsessed with increasing customer LTV
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Can think strategically and tactically while delivering results in a high-change, fast-paced work environment
• Experience creating impactful and meaningful growth and performance reviews
• Exceptional verbal and written communication and presentation skills
  
  

Bonus Points:

• You've worked in a high growth fast-moving tech startup.
• Previous experience working with financial data and reporting
• Prior experience with consumer hardware products, subscriptions & app-connected devices
  
  

Commitment to Diversity

Lomi is committed to cultivating and preserving a company culture of diversity, equity, and inclusion. This means we seek out people with diversity of opinion and with strengths that will be complementary to our existing organization. We know that we will grow and learn better with a diverse team. When recruiting new members of our team, we welcome the unique contributions that you can bring in terms of your education, culture, ethnicity, race, sex, gender identity and expression, age, religion, and sexual orientation.

Salary range: 82-109k CAD