Customer Happiness Manager

WHAT ON EARTH IS DECIEM?

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.

We are growing rapidly and we're looking for someone who shares this vision and wants to grow with us!

WHAT WE'RE LOOKING FOR

We are looking for a Customer Happiness Manager to supervise and motivate our Customer Happiness team members and take responsibility for the operations of the team, staff, results and customer experience, ensuring that proper policies and procedures are followed.

This hybrid role will be based out of our Toronto head office. WHAT YOU'D BE DOING IN THIS ROLE

• Direct accountability for 1-2 Associate Managers and their direct reports
• Liaise with Senior Manager on team initiatives such as recruitment, development discussions and develops their team to exceed agreed targets across the department
• Providing solutions for all customer enquiries via email and live chat with the highest degree of courtesy and professionalism. Providing phone coverage as needed.
• Track customer complaints resolutions and provide feedback where necessary
• Identify current and future customer requirements by establishing rapport with potential and actual customers and provides feedback to the Senior Customer Service Happiness Manager
• In partnership with the Senior Customer Happiness Manager, assist in developing and implementing customer service policies and procedures
• In partnership with the Senior Customer Happiness Manager, assist in defining communication standards for the Customer Happiness team
• Investigate and triage issues which team members who are unable to resolve bring forth and assist in providing a solution
• Effectively use business tools to monitor team performance, quality, and adherence, and also monitor Associate Managers and any subsequent direct reports.
• Educate customers about the world of Beauty and Skin Care, DECIEM brands and products
• Support with the sustainability and social impact team and diversity, equity & inclusion team regularly to incorporate our approach into aspects of work

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 4+ years of customer service experience is required
• 3+ years of leadership experience in customer service support is required
• Preferred 2 to 3 years relevant experience in a Contact Centre environment or similar role
• Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
• Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines
• Strong leadership skills to coach and mentor employees

WHAT YOU'LL BE GAINING BY JOINING OUR TEAM

There's a lot of good stuff that comes along with being a DECIEM team member. Here are a few of our favorite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• 6 months of paid time off for new parents (inclusive of all genders).
• Monthly catered lunches and chances to connect with your teammates.
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• First dibs on new products.
• A generous discount on DECIEM products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

• Do the right thing
• Create impact
• Respect small things
• ? Care too much
• Be the future

These values continue to guide us in all that we do. Along the way, we've been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We're still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM's objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In , DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "Belonging is the Destination, Change is the Journey".

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

WANT TO JOIN US?

Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. We really appreciate your effort in applying for this position. However, only those who have been shortlisted for interviews will be contacted.]]><