Consumer Experience Specialist
The Little Potato Company Ltd
- Nisku, Alberta, Canada
- Nisku, Alberta, Canada
About
Because we believe everyone, everywhere deserves to eat good, healthy food. And it all starts with our little Creamer Potatoes – one of the most economical, energy efficient, and highly nutritious food crops available.
The Little Potato Company (LPC) is an innovative, fast-growing company in a unique niche market with a dynamic team that embraces diversity and unique differences.
Come join our rapidly expanding company and help us transform the entire potato industry – one little Creamer at a time
Passionate about creating great consumer experiences and turning insights into action?
As Consumer Experience Specialist, you'll lead LPC's CRM consumer service system, capture and analyze consumer interactions, and help ensure inquiries across platforms are handled smoothly and thoughtfully.
You'll partner across teams through the Consumer Service Task Force to share insights, support product launches and campaigns, and drive continuous improvement. You'll also bring creativity to life by leading the Consumer Surprise & Delight and Community Ambassador programs.
This is a temporary position for up to 12 months.
Our facility is based in Nisku, AB, and operates on a standard work week from Monday to Friday. Ideally, the candidate will be based in Edmonton, Alberta. However, for the right candidate, remote work options may be available.
Key Responsibilities for this position include (but not limited to):
Optimize the Consumer Service CRM (HubSpot) by leading implementation alongside external partners, ensuring all consumer interactions are captured, documented, and actionable.
Oversee end-to-end consumer inquiries across phone, email, mail, and social platforms, meeting response timelines and maintaining a high standard of service and brand experience.
Translate consumer interactions into insights by documenting resolutions, rewards, and engagement trends within the CRM to inform future marketing, service, and product decisions.
Analyze and report on consumer trends and performance using Power Bi and CRM data, partnering with Consumer Insights and Marketing teams to surface meaningful insights.
Lead cross-functional Consumer Service collaboration, aligning KPIs, building customized reports, and sharing monthly and ad-hoc insights across departments.
Drive Net Promoter Score (NPS) Performance, Track benchmark for Net Promoter Score (NPS) and build an action strategy to achieve the score and optimize through HubSpot / Email marketing.
Partner with Agriculture and Quality teams to ensure product quality feedback is accurately documented, communicated, and actioned.
Own the Consumer Surprise & Delight Program, including maintaining strategy, execution, budget tracking, coupon fulfillment, and performance measurement.
Own the Community Ambassador Program, ensuring insights are gathered, synthesized, and implemented across campaigns, product launches, and special projects.
Leverage technology, automation, and AI to continuously improve response times, efficiency, and overall consumer experience.
Embed consumer insights into marketing initiatives, supporting campaigns, new product launches, loyalty strategy, and research projects with actionable data.
Provide operational support to the Marketing team, including campaign setup in Click Up, credit card reconciliations, research coordination, and activation support as needed.
Desired Qualifications and Experience:
Bachelor's degree relating to business or marketing and a minimum of 5 years' experience in Digital Marketing, Customer Service and Program Management with a small to medium sized company.
Demonstrated strength in Excel, along with solid Microsoft Office proficiency.
Experience in CRM (HubSpot) and PowerBI.
Experience building and maintaining relationships with external agencies.
Key Competencies:
Achieves high-impact outcomes by combining self-motivation, humility, and focused discipline.
Proficient in analyzing data, tailoring reports to specific needs, and delivering actionable insights that drive informed decision-making.
Ability to solve problems as they arise.
Strong interpersonal skills.
Proven ability to manage multiple priorities while responding effectively to time-sensitive issues.
Strong organizational skills, with attention to detail.
Skilled in working both autonomously and collaboratively across departments, including direct engagement with executive leadership.
Willingness to learn and adapt.
Strong presentation skills with proven ability to communicate with clarity, purpose, and impact.
Work Environment
Hybrid Work Arrangement: This position currently operates under a hybrid work model, which includes a combination of remote and on-site work. Employees are expected to perform duties both from home and within the office environment as required. The role involves regular use of computers and various software applications to perform work tasks, maintain organization, and facilitate communication.
Work Hours
Standard Hours: Typically, this role will work standard business hours (e.g., 8 AM to 4:30 PM), but flexibility is required.
Extended Hours: Extended hours may be necessary.
Language Skills:
This role must be able to clearly and effectively communicate with employees, management, and external vendors. Proficiency in English is required.
LPC offer a competitive salary, and comprehensive benefits package.
We encourage a healthy work life balance with Family Time Off & vacation days.
Languages
- English
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