Senior Manager, Customer Support

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

Why this role is important

The Senior Manager, Customer Support & Escalations will play a key role in oversight of the social media and customer escalations teams across various lines of business and a variety of channels, including email, phone and social media, and to ensure our customer interactions reflects the voice of the brands. This individual will ensure optimal operations through the creation and implementation of balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. This position requires an individual who can lead the resolution process, manage a diverse team, deal with complex customer escalations with empathy and professionalism, and implement strategies to ensure overall customer satisfaction.  

What you'll do

• Manage the team's performance on delivering service levels for social media and escalation responses
• Ensure the team consistently delivers strong quality and customer experience
• Complete reporting for incident managements to executive team
• Be a subject matter expert on all complex customer processes and issue resolution
• Drive individual, team, and department efficiency through automation and continuous improvement
• Act as a critical advocate for quality improvement and interact with stakeholders at multiple levels to move business, product, and operations teams to define and deliver solutions
• Report on information regarding reasons of escalations back to lines of business to be analyzed and assess risks / issues to ensure appropriate action is taken to mitigate/resolve escalations 
• Possess excellent ability to handle sensitive matters with high level of empathy 
• Liaise with internal management teams such as risk management, CQA, legal groups, vendors, store personnel, and divisional contacts as needed to resolve customer issues 
• Bring a solid customer focus and team collaboration to the organization 

What you bring

• 5-7 years' experience in call center management activities
• Retail and loyalty program an asset
• Experience in complex escalations case handling
• Experience communicating with executives and stakeholders
• Ability to problem solve and think analytically
• Effective presentation skills
• Ability to work well under pressure, meet deadlines and effectively manage resources
• Excellent communication skills both verbal and written

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada's Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers & Canada's Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.  
 
Please Note :
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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