Maison Battat Inc. – Montreal, Qc, Canada
Childhood is inherently a time filled with imagination, creativity, and curiosity. At Battat, our mission is to inspire everyone to find joy and learnings through the power of play. As a global toy company, we do this by designing and manufacturing a wide range of high-quality toys. We want them to fill families’ hearts and homes with endless fun! We are a fun, dynamic team that loves to learn, grow, and create moments of joy that will make kids smile for generations to come. Ready to be a joy maker and eager to gain a rich experience under exponential international growth conditions? Join us!
Reporting to the Marketing Director, the Customer Experience Manager is responsible for the development of a customer experience program and continuous process improvement as well as train and support the customer service team.
Core Responsibilities
• Build and create the customer experience program at Battat and determine the metrics used to
evaluate the customer experience
• Develop customer service policy standards and documentation
• Offer flawless customer service; ensure that responses are accurate and provided in a timely
manner, regardless of the channel
• Plan and monitor the team’s productivity and quality after setting performance objectives
• Support the team in achieving their objectives by guiding them and providing advice on work
methods, process optimization, and new techniques
• Guide, coach, train, mentor, and motivate the team of representatives to perform effectively and
up to brand standards
• Determine system and process improvements and can effectively implement change
management across the team
• Actively engage with cross-functional teams such as IT, Warehouse, e-Commerce, and broader
Marketing
Qualifications
What’s on your resume
• Minimum 4 years of experience in a related customer service, project management, or
administrative role (preferably in consumer goods)
• College or university diploma in business, management, communications, sales or any other
related field is a definite asset
• Bilingual (English and French) both written and spoken is mandatory (Other languages are an
asset)
How others would describe you
• An experienced customer service leader, you are a great communicator and is result oriented You
are recognized for your problem solving, decision making and customer focused mindset
• Strong sense of strategic thinking, creativity, innovation, leadership and positive attitude
• Ability to multi-task while being meticulous, detail oriented, and thorough
• Ability to manage a team of agents
• Strong organizational and planning skills with an ability to prioritize
• Experience working in a retail store an asset
• Proficiency in Adobe and Service Cloud an asset
• Ability to work independently and in a team environment
• Motivated and challenged by working in a fast-paced demanding environment
What Joining Battat Offers
• Competitive salaries based on experience
• Group benefits package
• Hybrid workplace
• Continued education
• Dynamic work environment with a “kids at heart” mentality
• Opportunity to think outside the toy box, propose new ideas, and implement them
• Ability to own and lead the elevation of our brands
• Collaborative team that gets things done by aligning and working together towards common goals
Curious? Visit Battatco.com and explore our brands!
We thank all applicants for their interest! However, only selected candidates will be contacted.
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