Senior Manager, Customer Care

S'more about the team

As the Senior Manager of Customer Care at HelloFresh Canada, you will play a crucial role in overseeing and enhancing the customer experience for our brands of HelloFresh, Chefs Plate, and Factor_. You will lead a dedicated team, ensuring that customer care operations align with HelloFresh's commitment to excellence and customer satisfaction. In this role you will drive a continuous improvement culture focused on experimentation and implementation.

Lettuce share what this role will be responsible for

• Team Leadership: Lead and inspire the customer care team, fostering a positive and collaborative work environment.

• Continuous Improvement: Implement processes for continuous improvement, utilize experiments to identify the top opportunities, and advance the voice of the customer within the organization.

• Performance Optimization: Establish and monitor key performance indicators (KPIs) and budget, implementing initiatives to improve efficiency and customer satisfaction.

• Issue Resolution: Oversee the resolution of escalated customer issues, collaborating with cross-functional teams to address root causes.

• Strategy Development: Develop and implement customer care strategies aligned with overall business objectives.

• Cross-Functional Collaboration: Collaborate with other departments and senior leaders to convey customer feedback and insights, influencing product and service enhancements. Be an active member of the Product and Broader Leadership Team.

• All other duties, as assigned

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

• Experience: 5+ years of experience in a senior customer care management role, preferably in e-commerce or the food industry.

• Leadership Skills: Proven ability to lead and manage a customer care team effectively, including experience managing relationships with external stakeholders/vendors, such as call centers and offshore teams.

• Communication Skills: Exceptional verbal and written communication skills.

• Analytical Skills: Proficient in data analysis to derive insights and performance metrics to use for experiments to further improve the customer experience.

• Strategic Thinking: Strategic mindset with the ability to translate customer insights into actionable strategies.

• Degree: Bachelor's degree in Business, Marketing, or a related field.

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!

• RRSP Matching - Competitive RRSP matching program offered

• 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
$102,000—$112,000 CAD