National Manager Customer Service

Company Description

At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.

Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 29-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.

Our Customer Experience team plays a major role in making sure each and every purchase ends with a smile! As a National Manager Customer Service, you will play a major role in providing leadership to team to ensure that customers receive the support and assistance they need. We love our employees as much as our customers which is why we can guarantee you will feel challenged and at home each and every day!

In this role you will:

• Cultivate and maintain team spirit, motivate, develop, manage and provide Associates with the necessary tools & processes to enable effective ways of working
• Ensure that team handles dealing with customer inquiries, complaints, escalations, and situations in a professional and effective manner
• Develop and oversee the implementation of Customer Service/Experience strategies and initiatives across various-functional groups
• Track, analyze, and report KPI's and other applicable data on weekly and/or monthly basis to ensure efforts are focused on an industry leading customer experience
• Identify opportunities for continuous improvement and ensure the team is utilizing industry best practice methodologies
• Provide leadership, training, coaching and guidance to the team to drive high performance and successfully deliver on business results
• Gather and report on the Voice of the Customer data from various sources, and ensure that information gathered aligns with industry best practices and provide actionable insights to promote company growth

Qualifications

The Qualifications and Experience we like to see:

• Ability to influence key groups of stakeholders
• Excellent written and verbal communication skills
• Exceptional interpersonal, communication, organizational, relationship building, negotiation, analytical, project management and presentation skills
• Strong problem-solving skills where tact, diplomacy, attention to detail and timeliness are critical
• 2-3 years’ experience in managing or leading a customer service team in a call center environment
• 7 years of experience in a customer service or related field and dealing with escalations
• A college diploma or equivalent
• Ability to work collaboratively and build strong relationships with both internal and external stakeholders

Additional Information

Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:

• Long service awards, celebrations and other social events
• Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital
• We will invest in you and provide extensive training, mentoring and continuous development
• Full medical, dental benefits and a Deferred Profit-Sharing Program
• Maternity/Parental leave top up benefits
• Paid day off to volunteer at your local charity of choice
• This is not a job but a CAREER with opportunities for growth and advancement
• Access to our in-house learning platform with over 16,000 digital courses taught by industry experts in a variety of languages
• Diverse and inclusive work environment
• Annual Wellness Credit for any products/services that improve your health and well-being, ie., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
• Associate Referral Program
• Tuition Reimbursement Program that covers professional AND personal development
• Associate Discount Program where you will be able to enjoy some of the world’s best sleep products

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.

About Sleep Country Canada/Dormez-vous?

Sleep Country is Canada’s leading specialty sleep retailer with a purpose to transform lives by awakening Canadians to the power of sleep. Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush, Silk & Snow and most recently acquired, Casper Canada. The Company has omnichannel and ecommerce operations including 289 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people. For more information about Sleep Country, please visit www.sleepcountry.ca