ABOUT HERSCHEL SUPPLY 

Welcome to Herschel Supply, where we make quality products for a lifetime of better journeys. Designed with timeless form and intuitive function in Vancouver, Canada, every piece is backed by our signature warranty for wherever you’re going next. 

Since 2009, we’ve never stopped taking risks. We’re constantly innovating, growing our community, reducing our impact on the environment and heading on new journeys. We’ve gotten lost in new cities, made lifelong friends all over the world, road tripped with no GPS, and explored a ton of creative pursuits along the way. 

Putting yourself out there isn’t easy. It means stepping outside of your comfort zone and trying something new. It might be scary at first, but it also leads to the best parts of life. Inspiring others to take that leap is what we live for. Wherever you’re headed, we’re here to help you pack your future with possibilities. 

So, come along for the ride, get inspired and Put Yourself Out There.

YOUR NEW ROLE

The Director, Omni-Channel Customer Success will support the overall omnichannel strategy by seeking solutions and leveraging infrastructure to achieve continuous growth, and seamless customer experience across Wholesale, Retail and Ecommerce. To achieve success and to maximize the operating process, this role will work cross functionally with internal teams including customer service, sales operations, marketing, IT, retail and distribution. 

Reporting to the SVP, Global Sales, the Director, Omni-Channel Customer Success, will be responsible for developing and managing the execution of omnichannel initiatives to achieve strategic business goals. This role will also be responsible for supporting the delivery of first class customer engagement and experience. The role is based at our Vancouver HQ.

A DAY IN THE LIFE

Our workplace is dynamic, supportive, and entrepreneurial in spirit, and we pride ourselves on being a collaborative, open-minded, and imaginative team.

On a day-to-day basis, the Director, Omni-Channel Customer Success;

  • Drive Herschel’s Omni-channel strategy across all channels including e-commerce, wholesale and retail
  • Lead Omni-channel operations cross functionally, while identifying and managing the development of solutions that enhance Herschel’s brand, delivering greater efficiency at scale.
  • Continuous development of customer centered processes to improve customer experience across all channels
  • Implementation of new strategies to enhance Herschel’s Omni-channel strategic vision
  • Leverage analytics and data to make key business decisions 
  • Champion the customer experience and success initiatives cross functionally
  • Working with product on life cycle management, finance intersection of invoicing and data, and supply chain logistics.
  • Work collaboratively with leaders to make data-backed decisions by leading the sales-related planning, forecasting and budgeting process
  • Proactively maintain high levels of accuracy and process consistency
  • Ensure each step of the Omni-channel process exudes the highest level of service to Herschel’s clients and partners
  • Develop and maintain strong partnerships with individuals at all levels of the business
  • Create, implement, lead, and monitor the progress of new process rollouts, and compliance with the expected policy, procedure, and processes

ABOUT YOU

  • Experience in a senior Omni-channel facing role with a focus on customer success
  • Demonstrated ability in implementing processes and procedures while managing progress through analytics
  • Familiar with a variety of industry retail concepts, practices and procedures
  • Power Excel user with experience in working with operating software.
  • Experience working with an in-house ERP system or equivalent software
  • Strong leadership and communication skills
  • Demonstrated success in a fast paced, high-growth environment
  • Strong organizational, negotiation, presentation and communication skills.
  • Demonstrated skills in collaboration, strategic thinking, analytics, written and verbal communications, organization, attention to detail, planning and innovation.

YOUR JOURNEY WITH HERSCHEL SUPPLY

  • 100% employer-paid extended health care premiums
  • RRSP matching program
  • Hybrid working environment (in office and work from home)
  • Weekly creative sessions to help you design every moment
  • Weekly fitness and happy hours
  • Generous product discounts on our products which come with a lifetime warranty and are made from 100% sustainable materials
  • Continuous growth opportunities to ensure you’re fulfilled and reaching your career goals
  • Professional development subsidy
  • Additional vacation day per quarter to pursue creative endeavors, or to spend on personal, religious or cultural events
  • Delicious office coffee, snacks and beverages to fuel your creative mind
  • Maternity leave top-up for birthing and non-birthing parents
  • Employee assistance program
  • A dog friendly office
  • Ad-hoc employee events

 

DIVERSITY, EQUITY & INCLUSION AT HERSCHEL SUPPLY

We’re committed to creating a workspace that is safe, secure, inclusive and enjoyable for all. Stemming from our core values and initiating dialogue around our programs, we aim to empower everyone to share their individual voices and experiences. It’s with this openness that we are able to expand our view of who we are as individuals, and what we can do in our careers at Herschel.

At Herschel Supply, we are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our goal is to build an inclusive culture that connects us to our customers and the communities around us while embracing and encouraging diversity in our employees’ age, colour, disability, ethnicity, gender identity or expression, sexual orientation, race, religion and other characteristics that make our employees unique.

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