Customer Experience Manager

Location: Culver City, CA
Date Posted: 08-03-2018
Customer Experience Manager

As our Customer Experience Manager, your focus is to fuel the passion our customers have for MedMen. You will serve as a vital link connecting our retail stores with our shoppers and consumers online and offline.  You will empower management at our retail stores and use customer feedback as an opportunity to connect with the retail sales associates, identify problems, and implement strategies and solutions to improve the end-customer experience. You’ll manage our relationship with our sales associates, analyze data, and derive insights from customer feedback to share internally. You will be knowledgeable about customer questions, feedback, and reviews, listening to what is being voiced about our Brand online.
  • Think and act with a broader business lens, delivering actionable consumer insights to inspire growth across the organization.
  • Manage our relationship with sales associates and create a dashboard to analyze customer feedback, optimize our brand and retail programs, flag suspicious activity, improve efficiencies, and discover opportunities within our stores.
  • Use social media listening tools to form a comprehensive picture of the customer experience. Regularly present insights and recommendations to project partners, including senior leadership.
  • In partnership with the Customer Experience Coordinator, ensure timely response to escalation of online and offline consumer feedback in a positive, professional manner.
  • Contribute to a culture of innovation by finding new and better ways of doing things: identify, create, and employ innovative research approaches.
  • Other duties as assigned by the Vice President of Marketing Operations

Key Duties:
  • Hiring, mentoring, and developing a dedicated team of professionals who are committed to working as a team in delivering a high level of customer satisfaction
  • Overseeing day to day operations to ensure departmental metrics and customer service goals are met
  • Monitoring daily goal results against customer service quality standards
  • Developing and implementing customer satisfaction strategies to achieve improved work quality and service levels year over year
  • Designing and maintaining processes and controls to support efficiencies and quality of work
  • Identifying areas of improvement within the customer service group, developing/supporting new solutions and implementing changes within the group to increase productivity and quality 

  • Bachelor’s degree preferred or equivalent experience
  • Minimum 5 years of experience managing a team of direct reports in a call center setting
  • Experience in developing or implementing a call center solution software preferred
  • Excellent communication skills and superior resolution and decision-making skills
  • Comprehensive computer skills including Microsoft Office Suite and business/ERP systems software/BI tools
  • Proven ability to categorize large volumes of issues and apply root cause/preventative solutions
  • Illustrated experience to manage and lead staff to excellent performance
  • Experience working with external vendors.
  • A desire for constant improvement and continued learning in the field of marketing and customer experience.
  • A genuine love for the MedMen Brand.
Talent Aquisition Team


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