Senior Manager, Social Media and Customer Escalations

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team-we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Why This Role is Important

In the Customer Support Centre of Excellence (CoE), we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers with effortless experience in the moments that matter. We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are nimble, agile, and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.

The Senior Manager, Social Media and Customer 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

• 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
• Drive change by leveraging analytics such as CSAT and Quality Assurance results along with industry trends to identify opportunities to address friction points and create meaningful business cases.
• 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
• Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback
• Possess excellent ability to handle sensitive matters with high level of empathy
• Provide support in customer service procedures, issues, product knowledge
• Liaise with internal management teams such as risk management, CQA, legal groups, vendors, store personnel, and divisional contacts as needed to resolve customer issues
• Ensure established guidelines and service levels are followed to provide quality service to customers
• Maintain current knowledge of industry developments and innovation
• Bring a solid customer focus and team collaboration to the organization
• Provides mentoring, leadership, and organization to managers and supervisors.
• Maintain high levels of team and individual morale through change and development

What You Bring

• 5-7 years’ experience in call center management activities
• Retail and loyalty program an asset
• Ability to problem solve and think analytically
• Excellent organizational and communication skills
• Effective presentation skills
• Ability to work well under pressure, meet deadlines and effectively manage resources.
• Excellent communication skills both verbal and written

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.