TouchBistro - Senior Manager, CS Systems & Optimization
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Requirements
• You have a minimum of 6 months experience in email marketing (building emails and nurture journeys/workflows) • 6 months + experience using automation tools( Salesforce or other CRM). • You have excellent troubleshooting skills, with the ability and initiative to investigate and solve issues • You have knowledge of marketing processes, campaign execution, lead management, lead scoring and marketing attribution models. • You have strong verbal and written communication skills • ability to collaborate, understand and interpret the underlying needs of teammates. • Certification or experience in Salesforce Marketing Cloud is a plus! • Zapier is a plus • As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate. • Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team. • $60,000 - $70,000 CAD
Responsibilities
• Proven ability to prioritize and drive systems and process changes in complex, cross-functional environments, including influencing stakeholders without direct authority. • Own the design and continuous optimization of CS specific Salesforce workflows, automation, permissions, and case management to improve efficiency, scalability, and customer experience. • Lead the evolution of contact centre systems (Salesforce Omni-Channel, Amazon Connect) and supporting tools to support high-performing, scalable support operations.Standardized Customer Success processes (SOPs) aligned to system design. • Automation and optimization to improve scalability, efficiency, and consistency. • Cross-functional initiatives with Data, Product, Engineering, and Internal Systems. • Leadership of the CS Optimization team, including prioritization and governance.
Benefits
• At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful. • Generous Time Off Program • Health, Dental, and Vision Benefits • Flexible Health and Wellness Plan • Parental Leave & top up • Employee Assistance Program • Professional Development • Volunteer Program • Monthly Lunches • TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience. • TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
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