Manager, Client Care - Remote

Manager, Client Care


Division: Medical Sales
Hours: 40 hours per week, Monday – Friday
Job location: Remote
Employment type: Full-time permanent


A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!


We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and have a diverse team who bring their best every day, so Aurora can be the cannabis provider of choice for patients and consumers. We love our work, and we especially love our high quality, innovative brands that make up the Aurora family – from Aurora, Aurora Drift, San Rafael ’71, Greybeard and Whistler.

Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our “A-Team”. We are a high-performing team of cannabis experts, innovators, and champions, that work, learn and win together. We think BIG, act BOLD and execute with PURPOSE in all that we do, and will stop at nothing to cultivate the ultimate cannabis experience for our community.

Job summary
Reporting to the Director, Client Care, the Manager, Client Care will be responsible for strategizing and implementing initiatives to enhance the customer journey, reduce churn, and improve overall customer satisfaction. This role will involve working closely with various departments to deliver exceptional service delivery and ensure a seamless and positive experience for our customers at every touchpoint. Sound interesting? Here’s a little bit more…

As the Manager, Client Care you will provide…

• Oversee and manage the customer support operations and teams to ensure the delivery of an exceptional customer experience.
• Working closely with supervisors, team leaders, and other departments to address quality-related issues and implement solutions.
• Designing, implementing, and managing strategies that enhance customer satisfaction and loyalty while reducing churn.
• Experience in planning, development, and evaluation with the ability to identify long-term strategies and goals.
• Analyze and map out the customer journey to identify touchpoints, areas for improving the customer experience, and identifying areas for efficiencies.
• Analyze customer feedback and data to identify areas for improvement and create action plans to address them.
• Leverage technology to improve customer service processes and efficiency and enhance the customer experience.
• Collaborate with departments including but not limited to Sales, Marketing, IT and Operations to develop and implement effective customer management strategies aligned with the company’s objectives.
• Train and support staff on best practices for customer interactions and service excellence.
• Enforces customer support standards that align with strategic objective.
• Provide coaching/feedback and mentoring to team leaders.
  
  
  

You would be the best fit for this role if you provide…

• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Minimum 10 years of experience in customer support or service management, with at least 5 years of proven experience in a customer experience or customer success management role.
• Proven track record in executing strategic initiatives that drive organizational growth and innovation.
• Strong leadership skills, with a proven track record of developing high-performing teams.
• Adaptable and innovative, ready to face new challenges and opportunities with a forward-thinking approach.
• Strong understanding of customer experience metrics and strategies.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Experience collaborating with cross-functional teams.
• Customer-centric mindset with exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.
  
  
  

Bonus points if you have:

• Patience.
• Strong leadership capabilities.
• Experience in business transformations and process documentation (considered an asset).
  
  
  

Why you’ll love working at Aurora
Our people are at the heart of everything we do here at Aurora, and we take pride in fostering an inclusive space that inspires our team to love where they work! From rewarding career opportunities to flexible work environments to team activities, we go above and beyond to prioritize your success and here’s how we do it…

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, vacation time, meeting-free-Friday-afternoons and more
  
  
• Total rewards: we will motivate you to go above and beyond with a competitive salary, stock options, an RRSP program, annual bonuses, and a health and personal care spending account for you to use for gym memberships, ski passes or staycations.
  
  
• Benefits: we will foster your health and wellness (and your dependents) with our employee benefits package including, employer-paid health and dentalcare premiums, life insurance and LTD policies and a medical cannabis coverage program, designed exclusively for our A-Team (because we truly believe cannabis is the best medicine).
  
  
• Life-long learning: we’re lifelong learners here at Aurora and will invest in your professional development throughout all aspects of your career! You will have access to a tuition assistance program, virtual learning activities and annual performance reviews, to ensure you are provided with the toolkit and support you need to succeed.
  
  
• Perks: we love to celebrate our people by providing corporate perks including employee discounts, perkopolis memberships, company SWAG, paid volunteer time and modern technology.
• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps you grow and provide people better days with cannabis.
  
  
  
  

Life@Aurora
With us, you'll find a place where you belong and love where you work with competitive compensation, stock options, RRSP matching, performance bonuses, remote-work, benefits, virtual happy hours, 420 celebrations and more! We will go above and beyond to prioritize your success and help you #GrowWithAurora. Learn more by visiting our Careers Page - Careers - Aurora Global Leader in Cannabis (auroramj.com)


Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity.

Not the role for you? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).

Diversity and inclusion
At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.

Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic. If you require accommodation (including, but not limited to, an accessible interview site or alternate format of job posting) during the recruitment and selection process, please do not hesitate to let our team know!