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Director, Customer Care

Position overview

The Director, Customer Care oversees and manages our diverse customer support functions. This role oversees and is responsible for ensuring transactional excellence in every point of contact that we have with our customer base, regardless of channel or transaction – sales or service. Our Customer Care departments are involved in all activities that contribute to the satisfaction and retention of customers as well as the workflow involved in providing seamless customer satisfaction. This role will create, develop and coach a high performing Customer Care function and will bring a deep understanding of best practices, systems and enabling technology.

Key responsibilities

  • Develop and communicate a cohesive customer-centric ‘Customer Care’ vision, with the outlook that each division is separate yet unique and inter-connected; manage a team of customer care advocates in each area and train in the necessary skills and competence to exceed the needs of the customer and of a growing business
  • In partnership with Sales and Marketing, develop and direct Customer Service strategies and daily activities and clearly communicate to team and organization; create/tailor programs that will drive greater leads and sales conversions across the business
  • Implement programs to increase productivity standards, promote customer retention/customer loyalty, and support sales and marketing initiatives
  • Develops and maintains positive, professional collaborative relationships with all customers/partners ensuring high level of customer satisfaction and retention; seek opportunities to enhance and strengthen customer relationships and increase customer loyalty
  • Directs meetings to resolve accounts and quality problems; recommends modifications for product or service improvement based on supporting information
  • Seek opportunities to enhance and strengthen customer relationships and increase customer loyalty and maximize revenues
  • Identify and address gaps in performance, developing and implement customer service and sales skills development based on the Commercial and Retail Sales department needs; participate in the formulation and execution of company customer service/sales strategy and develop goals based on customer service strategy and requirements
  • Develops and monitors department budgets, resource planning and scheduling;
  • Create a well-documented system with processes and procedures, and identify, monitor and report on key performance indicators including customer satisfaction, service level, retention, new business, returns, productivity/efficiency, order management, etc…
  • Pro-actively identify process improvements and develop new business initiatives to improve the service levels and quality standards of current processes
  • Develop and maintain a thorough understanding of customer service order management processes and the interdependencies with other functional areas (e.g. Finance, Warehouse/Production, Sales); ensure adherence to company policies

Skills and qualifications

  • Post-Secondary education in Business, Sales, Marketing, or related field;
  • 10+ years of related customer service department management at a strategic leadership level with expertise managing across various lines of business
  • Extensive experience in the realm of influencing and ‘relationship management’ with a variety of resources and stakeholders at all levels
  • Will have a solid foundation across many disciplines including systems, operations, marketing and finance
  • Strong PC skills with the demonstrated ability to leverage an ERP/CRM system
  • Strong organizational and time management skills to manage multiple projects with the ability to multi task and prioritize effectively
  • Exhibits exceptional skills in client relationships, analysis, accountability and leadership; demonstrated ability to build and maintain effective work partnerships; provide strong team leadership and act as coach/mentor to wide variety of team members
  • Ability to apply sound judgment to a variety of situations demonstrating tact, diplomacy and confidentiality
  • Demonstrates a high degree of creative problem solving with exceptional analytical ability; superior customer service, communication and interpersonal skills required
  • Results-oriented achiever, highly motivated to strive for ‘service excellence’

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Merrithew is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment and selection process, please indicate so by notifying Human Resources.


About Merrithew

Merrithew, Leaders in Mindful Movement, was co-founded by Lindsay and Moira Merrithew in 1988. For over 25 years they have been dedicated to enriching the lives of others by providing responsible exercise modalities and innovative fitness brands across the globe. Merrithew’s premier Pilates brand, STOTT PILATES®, delivers best-in class Pilates education and media to everyone from avid exercisers, elite athletes, and pre/post-natal clients, to rehab and fitness professionals, and is used by studios worldwide.

Other high-end Merrithew fitness brands include ZEN•GA®, Total Barre, CORE Athletic Conditioning & Performance Training and Halo® Training. Merrithew has trained over 50,000 students in over 100 countries. Merrithew’s Media Division (MMD) produces print and video-based content for professional and consumer markets.