Director, Concierge Client Care - Remote

Director, Client Care Experience

Division: Medical Sales
Hours: 40 hours per week, Monday – Friday
Job location: Remote (Alberta, Ontario & Quebec)
Employment type: Full-time permanent

A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!

We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and have a diverse team who bring their best every day, so Aurora can be the cannabis provider of choice for patients and consumers. We love our work, and we especially love our high quality, innovative brands that make up the Aurora family – from Aurora, Aurora Drift, San Rafael ’71, Greybeard and Whistler.

Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our “A-Team”. We are a high-performing team of cannabis experts, innovators, and champions, that work, learn and win together. We think BIG, act BOLD and execute with PURPOSE in all that we do, and will stop at nothing to cultivate the ultimate cannabis experience for our community.

Job summary
We are seeking a dynamic and visionary leader to drive our customer experience and strategic initiatives, ensuring that our customer-centric approach remains a key differentiator in the market. As the Director Client Care Experience at Aurora, you will be responsible for leading and transforming our customer experience (CX) function. You will work closely with senior executives and cross-functional teams to build and implement innovative strategies that drive patient satisfaction, retention, and business growth. Your expertise in customer success, strategic planning, and organizational leadership will be crucial in achieving our business goals. As a senior leader with a passion for customer success and strategic innovation, the Director, Client Care Experience will be integral to our growth and help to shape the future of Aurora. This role will report to the Senior Director, Operations & Channel Partnerships. Sound interesting? Here’s a little bit more…

As the Director, Client Care Experience you will provide…

Leadership and Strategy:

• Develop and execute a comprehensive patient experience and strategy roadmap aligned with Aurora’s vision and objectives.
• Lead, hire, mentor, and inspire a combination of customer facing and operational roles to achieve excellence in customer experience. Perform full scope of people management practices.
• Drive a customer-obsessed culture across the organization, fostering collaboration and engagement at all levels.
• Help the company prepare for the next phase of growth by unifying and integrating key functional areas to improve patient retention and expansion.

Customer Success and Experience:

• Architect and scale impactful patient programs to drive growth and value for our clients.
• Analyze patient needs and deliver data-driven insights to key stakeholders to enhance the customer journey and experience.
• Develop and implement innovative strategies to address customer pain points and improve satisfaction and retention.

Stakeholder Management:

• Partner with functional leaders to identify key growth opportunities and recommend risk mitigation strategies.
• Develop and present impactful content and presentations for various platforms and audiences, including executive and board-level presentations.
• Identify and communicate trends early such that our business can address challenges and/or seize opportunities to improve outcomes; regularly presenting progress and insights to senior leaders, including executive leadership team.

Operational Excellence:

• Drive process improvement, cost optimization, and operational efficiency to enhance the overall customer experience.
• Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes, including Likelihood to Renew score and other customer health tracking measures.
• Establish and track KPIs, team goals, and metrics to measure success and drive continuous improvement and report them monthly to senior management.

Change Management:

• Lead organizational change initiatives to ensure alignment of service delivery and post-sales strategy with customer experience targets.
• Develop and implement training programs to enhance employee experience and promote a patient obsessed approach.
• Foster diversity and inclusion across teams, ensuring a supportive and equitable work environment.

You would be the best fit for this role if you provide…

• Advanced level of experience in customer experience, success, and strategy, with a strong track record of driving growth and value with a minimum of ten years of experience.
• Expertise in strategic planning, program management, business transformation and process improvement.
• Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
• Education: Bachelor's degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
• Recognition: Acknowledged as a top customer strategist and thought leader in the industry

Bonus points if you have:

• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. Excellent communication and presentation skills, with the ability to engage and influence senior executives as well as front line employees.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects.
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team.

Why you’ll love working at Aurora
Our people are at the heart of everything we do here at Aurora, and we take pride in fostering an inclusive space that inspires our team to love where they work! From rewarding career opportunities to flexible work environments to team activities, we go above and beyond to prioritize your success and here’s how we do it…

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, vacation time, meeting-free-Friday-afternoons and more
  
• Total rewards: we will motivate you to go above and beyond with a competitive salary, stock options, an RRSP program, annual bonuses, and a health and personal care spending account for you to use for gym memberships, ski passes or staycations.
  
• Benefits: we will foster your health and wellness (and your dependents) with our employee benefits package including, employer-paid health and dentalcare premiums, life insurance and LTD policies and a medical cannabis coverage program, designed exclusively for our A-Team (because we truly believe cannabis is the best medicine).
  
• Life-long learning: we’re lifelong learners here at Aurora and will invest in your professional development throughout all aspects of your career! You will have access to a tuition assistance program, virtual learning activities and annual performance reviews, to ensure you are provided with the toolkit and support you need to succeed.
  
• Perks: we love to celebrate our people by providing corporate perks including employee discounts, perkopolis memberships, company SWAG, paid volunteer time and modern technology.

• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps yougrow and provide people better days with cannabis.

Life@Aurora
With us, you'll find a place where you belong and love where you work with competitive compensation, stock options, RRSP matching, performance bonuses, remote-work, benefits, virtual happy hours, 420 celebrations and more! We will go above and beyond to prioritize your success and help you #GrowWithAurora. Learn more by visiting our Careers Page - Careers - Aurora Global Leader in Cannabis (auroramj.com)

Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity.

Not the role for you? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).

Diversity and inclusion
At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.

Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic. If you require accommodation (including, but not limited to, an accessible interview site or alternate format of job posting) during the recruitment and selection process, please do not hesitate to let our team know!