Customer Experience Manager
CurrentI supervise the daily operations of the Customer Experience Team at both store locations guiding all CX Representatives to provide the best possible cannabis experience to our customers and medical patients. Responsibilities· Provide leadership, direction, and support to Customer Experience Representatives· Interviewing, hiring, training, and onboarding of Customer Experience Representatives. Establish a “Customer First” team environment· Identify customer questions, concerns and overall needs· Provide accurate answers and solutions to customer questions/issues· Manage a database of commonly asked questions and answers updating as needed· Maintain up to date knowledge of all company products and services· Create and distribute monthly analytics report on customer service touch points - phones, emails and live chats· Manage website chatbot AI responses, regularly tweaking to optimize efficiency and accuracy· Actively seek input from team members to understand successes and opportunities for improvements.· Responsible for the creation and review of SOPs to remain compliant with MA cannabis laws· Participate in weekly planning meetings with other department managers· Main point of contact to communicate in store issues to retail team as well as product issues to production departments· Keep master spreadsheet of customer feedback from all communication platforms as well as in store feedback from retail staff· Coordinate with Social Media Manager to keep customer responses consistent throughout all platforms· Identify and analyze positive/negative trends in customer feedback and suggest improvements based on insights gathered
