Pela is hiring a
Senior Manager

Summary

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.

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

Responsibilities

• 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
• 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

Benefits

Salary range: 82-109k CAD