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NABIS · 1 day ago

Customer Experience Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $80K/yr

2+ years exp

Nabis is the #1 Licensed Cannabis Wholesale Platform in the world, aiming to empower the world to discover cannabis through choice, access, and innovation. The Customer Experience Manager will align external partners' goals with Nabis' mission, oversee communications, and improve customer satisfaction while managing a team of CX associates.

CannabisLogisticsMarketplace

Responsibilities

Overall owner of external comms between external partners and Nabis, while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight

Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis

Ensure timely response and effective communication by directly responding and/or monitoring all communications

Hold local team accountable to communication metrics (ie response and resolution times)

Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms

Serve as a secondary point of contact and closer for all handles

Monitor active threads regularly for timely response and make sure no communications are left unattended

Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes

Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve

Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances

Serve as primary handle owner when needed

Work to constantly develop, improve, and standardize Nabis communication to all brands

Train team on communication with partners

Manage, coach and develop CX associates, Sr. Associate and supervisor to perform all tasks accurately and efficiently while instilling a positive team culture and working environment

Be responsible for teams successes and losses, holding them accountable to established department KPIs and processes

Active Voice for Brands to local team and vice-versa with an emphasis on truly solving the problem for customers (rather than passing the ball)

Regularly update local operations on Brand developments and provide context on operational impacts

Regularly evaluate operational pain points with Brands and guide Brands to mitigate

Seamlessly pickup onboarding process from Partnerships manager to facilitate a smooth transition to the CX team

Provide white glove service for Brand’s first orders

Guide Brands through order creation and overall Nabis process, introducing them to handles and respective managers along the way and ensuring they are using Nabis in a most efficient and effective way

Actively following up to offer guidance and solicit feedback from Brands

Owning the operation’s seamless relationships with brands and stepping in when anything is less than perfect

Quarterbacking unprecedented partner requests and situations

Establish self as the point of contact for all escalated Brand/Retailer matters

Advise Operations Managers on solutions and take point where needed

Escalate to GM and Senior Leadership where needed

Diligently handle sensitive situations, reach out to Brands in times of Nabis error, and actively work towards resolutions

Orchestrate and manage order changes – communicate with brands and internal team to make these inventory decisions quickly

Provide support to managers in resolving inbound inquiries

Perform post-mortems on escalated issues and author SOP’s to handle at OPs Manager level

Write and Connect SOP’s between all departments to eliminate operational and ownership gaps

Build relationships internally and foster collaboration / cooperation between departments

Identify accountability gaps or grey areas between departments and consult with GM on how to establish clear ownership

Regularly evaluate responsibilities by department and work with GM to redraw lines of ownership where needed

Brand /Retailer insights - actively monitor brand sales v. how much product is incoming/ on shelves - initiate conversations with brands around returning product

Actively monitor and track fees, comps and special accommodations

Work with Senior Account Executive to understand terms of contracts and flag where not being met

Serve as floating backup manager

Provide quotes and coordination for p2p’s, one-off requests, and new business

Qualification

Customer service experienceCommunication skillsProblem-solving skillsCannabis industry knowledgeData-driven decision makingWillingness to learnMulti-taskingLow egoKeen awarenessAdaptability

Required

Broad and detailed understanding of the operation with strong internal and external relationships

Strong communication skills - timely communication across all platforms (phone, Zendesk, Slack) and ability to determine most effective kind per situation

Problem-solving skills and sense of ownership and leadership

Detailed understanding of the Cannabis Industry and all aspects of distribution

Data and bottom-line driven decision making

Ability to communicate between departments with humility and understanding

Experience with de-escalation and client retention

Must be at least 21 years of age

Great verbal and written communication

2+ years of customer service experience

Keen awareness and understanding

Low ego

Willingness to learn new softwares and platforms

Adaptability