Job Description

Job Title: Customer Experience Analyst, Bilingual Department: Marketing
Reports to: VP, Digital Commerce Location: Toronto
Date Modified: Feb, 2022

Company Overview

At Jamieson Wellness, we’re dedicated to improving the world’s health and wellness with our portfolio of innovative natural health brands. Established in 1922, Jamieson Vitamins is our heritage brand, available in over 40 countries and recognized as Canada’s #1 consumer health brand. We manufacture and market sports nutrition products and specialty supplements under our Progressive, Precision and Iron Vegan brands, and market products by Lorna Vanderhaeghe Health Solutions (LVHS), the #1 women’s natural health focused brand in Canada. In 2017, Jamieson Wellness was named one of the top ten most reputable companies in Canada. For more information please visit jamiesonwellness.com.
Overall Responsibilities
The Customer Experience Analyst is responsible for ensuring the optimal online shopping experience for all direct-to-consumer (DTC) sites for the Jamieson Wellness brands. They will help develop best-in-class customer experience standards and provide insights into the consumers journey in order to support the continued growth of JWEL ecommerce as well as providing support for the Digital Commerce team.
Specific Key Responsibilities & Duties
• Analyze customer interactions and develop insights to help map the customers journey as it relates to improving the customer experience of Jamieson Wellness brands both on and offline.
• Provide exceptional customer support through multiple communication channels while representing Jamieson Wellness brands in a professional manner.
• Support the development of industry-leading customer service experience standards to support broader business objectives.
• Become the subject matter expert across all operational systems as they relate to providing timely solutions to issues relating to the online customer experience, inventory management and order fulfilment.
• Work cross-functionally with internal teams to determine best practices for resolving consumer complaints and maintaining accurate documentation for future analysis.

Knowledge, Skills & Abilities Requirements

• Minimum 2 years of previous job related experience
• Completion of a post-secondary education is required
• Confident learning and navigating new technology platforms
• Experience with Shopify, CMS, CRM, and/or inventory management software is considered an asset
• Proficient in Microsoft Office programs
• Strong written and verbal communication in both English and French
• Strong organizational skills with the ability to manage multiple projects and competing other tasks as assigned
• Proactive and results oriented
• Comfortable working in a fast-paced environment

Our Values

TEAMWORK – We collaborate towards common goals and objectives; We celebrate wins and learn from losses together; We appreciate and value each other’s contributions; We ensure our team goals trump individual or departmental interests;
ENTREPRENEURSHIP – We foster creative, innovative and empowered thinking at all levels; We are agile and Responsive to changes; We are consumer obsessed and data based; We demonstrate initiative and take calculated risks;
ACCOUNTABILITY – We take personal ownership and pride in everything we do; We demonstrate a bias for action; We challenge the status quo constantly seeking to improve; We eliminate barriers and bias to empower others to achieve our goals ; We are accountable to build an environment free of bias in regard to race, gender, sexual orientation, and all other types of discrimination
INTEGRITY – We do what we say; We do what is right even when it’s not easy; We demonstrate mutual respect and inspire trust; We seek and accept accountability; We take a quality approach in everything we do;
TRANSPARENCY – We communicate openly, honestly and directly; We encourage productive and respectful conflict to develop the best solutions; We provide and share information to enable sound decision making at all levels;
EXTERNAL FOCUS – We continually seek understanding of forces that affect our business, customers, consumers, government, technology, competition and suppliers; We proactively solicit the views of the outside world on how we’re doing and what to improve; We foster relations with outside influencers to gain proactive insight in the latest developments that could affect our business; We review and discuss necessary change regularly to incorporate it into our strategy.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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