Gestionnaire, Loyauté - Montréal, Canada - Nuvei

Nuvei

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Voir la version française ci-dessous_

Your Mission

The Manager of Merchant Experience & Loyalty leads a dynamic team to reduce attrition, enables sales and revenue generation, and improves the merchant experience by restoring merchants' trust in Nuvei by resolving issues and addressing merchants' concerns in a timely and empathetic way.

The Manager ensures strategic alignment and seamless execution of all initiatives by directly overseeing that all milestones are achieved on time and to the quality desired by the business.

The Manager also oversees KPIs such as quality assurance, productivity, and employee development; human resources functions including recruitment, performance management, engagement, and retention.

Additionally, the Manager is responsible for ensuring the day-to-day functioning of the Voice of the Customer program and brand reputational management by closely monitoring and taking quick action on Social Media and all formal complaint channels.

Key responsibilities include, but are not limited to:

Monitor, manage, guide, and coach employees in daily tasks as well as overall departmental objectives; work with supervisors and QA to ensure that employees are receiving the training and support needed to be successful in their roles
Work with the Director to plan and execute proactive campaigns to continue reducing attrition and enabling revenue generation
Plan and implement short and longterm strategic goals for the department; employ change management to ensure that each member of the team understands their role and is performing at their full potential
Oversee and participate in the creation and delivery of training material on new processes and information across Customer Experience
Communicate and work with other departments within the organization to meet business goals
Manage recruitment, scheduling, and crosstraining of employees to maintain satisfactory staffing levels
Oversee the creation, deployment, and functioning of all VoiceofCustomer listening posts
Provide feedback and improvement recommendations based on customer feedback
Report on all departmental aspects and activities on an ongoing basis

Qualifications include, but are not limited to:

Minimum of 5 years of customer service, retention, or sales experience required (or a combination) plus a minimum of 3 years experience in a leadership role
Communicates effectively at all levels and across all channels
Organized, responsive, and strives to lead by example
Committed to customercentricity and providing worldclass customer service
Focused on developing their employees to achieve business outcomes
Able to understand and share complex information in a meaningful way at every level
Leads with compassion, fairness, and transparency
Resultsdriven and motivated by a fastpaced, dynamic environment

Working Language

English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec
Internal communications between colleagues occur in English or in French, depending on the parties involved. Strategic suppliers are located outside of Quebec
A basic knowledge of French is required for any position located within Quebec. English is required for this position, as it could report to someone outside of Quebec, and requires frequent out of province communications

Benefits:

Nuvei offers a wide variety of benefits which include:

Medical, Dental, Vision, Disability Leave, Paid Vacation Time, Paid Sick Time.
A Long-Term Incentive Plan that creates an opportunity for all employees to financially benefit from Nuvei's growth.
Additional days of annual leave if Nuvei achieves its quarterly targets.
Hybrid working environment. Fresh fruit in the office, virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace.

The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.

_ Version française_

Votre Mission:

Le gestionnaire de l'expérience marchande et de la loyauté dirige une équipe dynamique pour réduire l'attrition, permettre la génération de ventes et de revenus et améliorer l'expérience des marchands en rétablissant leur confiance envers Nuvei en résolvant leurs problèmes et en répondant à leurs préoccupations de manière opportune et empathique.

Le gestionnaire assure l'alignement stratégique et l'exécution transparente de toutes les initiatives en supervisant directement que toutes les étapes sont atteintes à temps et avec la qu