Lead Alumier Labs' global customer experience evolution through Voice of Customer, journey design, and data-driven performance reporting.
This full-time remote Ontario position leads the shift from Customer Service to proactive Customer Success. You will own the customer journey, from onboarding and first order through reorder, fulfilment, and issue resolution. Partner across Sales, Marketing, IT, and global markets to turn customer insight into action.
Key Responsibilities:
- Map and improve the end-to-end customer journey
- Build and own Voice of Customer programs
- Measure engagement, retention, and commercial results
- Use data to identify accounts needing proactive attention
- Share customer findings and close the feedback loop
Requirements:
- Customer Success, Experience, Care, or Operations experience
- Experience leading teams and cross-functional projects
- Track record improving customer-facing functions
- Strong analytical skills and performance reporting experience
- Commercial understanding of engagement and reorder behaviour
Shape Alumier Labs' global customer experience with journey improvement, Voice of Customer, analytics, and commercial customer insight.
Global Customer Experience Senior Manager in Toronto employer: AlumierMD
Alumier Labs is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to make a meaningful impact in the skincare industry. With a clear pathway for growth into leadership roles, such as Head of Customer Success, and a comprehensive benefits package including medical coverage, RRSP matching, and generous paid time off, this remote position based in Ontario offers a unique opportunity to lead transformative projects while enjoying a supportive work environment. Join us to be part of a dynamic team dedicated to enhancing customer experiences and driving commercial success.
