Position Title: Manager - Customer Experience
Reports To: President & CEO
Position Purpose
The Manager - Customer Experience is responsible for leading the Company's customer experience strategy across wholesale, ecommerce, corporate gifting, and consumer customer service channels. This position is designed as a leadership development role that will grow alongside Rogers' Chocolates as the Company executes its five-year Strategic Plan.
This role will be hands on at the start, learning the business, processing transactions with significant involvement in the busy holiday season. The role is accountable for strengthening customer loyalty, improving customer satisfaction, enhancing customer communications, and providing customer insights that support profitable growth. The position works collaboratively with the Director Sales & Marketing as well as the Director of Retail Operations to ensure a consistent Rogers' Chocolates brand experience. Responsibility for retail store operations & sales, retail team leadership, and the in-store customer experience remains with the Director of Retail Operations.
Primary Responsibilities
· Lead customer service across Wholesale, Ecommerce, Corporate Gifting and Consumer Services.
· Ensure timely order processing.
· Manage customer inquiries received through telephone, email, website and social media.
· Develop and implement customer loyalty and retention initiatives.
· Manage CRM systems and customer databases to support business growth.
· Manage the B2B and B2C websites.
· Partner with Sales, Marketing and Production to improve the end-to-end customer journey.
· Provide customer insights that support pricing, merchandising, product development and strategic planning.
· Represent Rogers' Chocolates at trade shows and customer events as required.
· Develop and coach a high-performing customer-focused team.
· Collaborate with the Director Sales & Marketing and Director of Retail Operations by sharing customer insights and identifying opportunities to improve the overall brand experience while respecting separate operational accountabilities.
Key Performance Measures
· Customer Satisfaction
· Customer Retention and Loyalty
· Complaint Resolution Time
· Ecommerce Customer Experience
· Wholesale Customer Satisfaction
· Corporate Gifting Customer Satisfaction
· Team Development
· Completion of Strategic Projects
· Achievement of Departmental Objectives
· Support of Company Financial Performance
Career Development
Rogers' Chocolates is committed to developing leadership talent from within. This role has been intentionally structured to expand as the Company grows.
Years 1–2: Learn the business, order processing, develop relationships with team and key accounts. Build operational excellence, customer service capabilities, CRM discipline and foundational loyalty initiatives.
Years 3–4: Expand responsibilities to include customer analytics, loyalty strategy, digital customer experience, Voice of the Customer programs and broader leadership.
Year 5+: Subject to sustained performance and successful execution of the Strategic Plan, the role is expected to evolve into Director, Customer Experience & Loyalty with increased strategic responsibility, leadership scope and compensation.
Compensation Philosophy
Starting Salary: $70,000–$90,000 depending on experience and qualifications.
Target Hiring Range: $78,000–$85,000.
Annual Performance Incentive: Up to 10% of base salary based on achievement of agreed annual objectives.
The Company rewards performance, leadership development and career growth aligned with business growth.
Qualifications
Bachelor's degree in Business, Marketing, Commerce or related discipline preferred. Minimum five years of progressive leadership experience in customer service, customer experience, account management, retail support, ecommerce or consumer products. Advanced experience with Microsoft Office suite (Excel, Word, PowerPoint, Outlook) required. Experience with ERP/GL system (preferably SAGE 300) including Order-to Cash (O2C) transaction processing. Strong communications skills both written and verbal. The ideal candidate will be tech savvy and curious to learn about current systems and propose future changes to drive efficiency gains.
Pay: $70,000.00-$90,000.00 per year
Benefits:
- Dental care
- On-site parking
- Paid time off
- Store discount
Work Location: In person
