Front Line Manager – Customer Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Supervise the processing of distributor chargebacks, ensuring validation, pricing accuracy, and compliance during the settlement finalization process.

• Monitor and compute rebates, verifying accruals in accordance with specified terms, conditions, and customer sales performance.

• Manage Service Level Agreements (SLAs) and oversee the prompt resolution of inquiries from customers and vendors.

• Evaluate, authorize, and implement modifications to rebates and chargebacks, including pricing and effective dates for premium customers.

• Keep precise records of customer interactions, inquiries, complaints, and the actions taken in response.

• Collaborate with internal and cross-functional teams to efficiently address requests and provide updates on their status.

• Oversee and manage incoming email and phone inquiries, ensuring timely acknowledgment and resolution consistent with SLA requirements.

⛳️ Requirements

• A Bachelor’s degree in Commerce, Economics, or Finance; or a Master’s degree in Business Administration or Business Analytics.

• Certified Scrum Master (CSM) certification.

• Six Sigma Green Belt Certification (ASQ).

• Proficiency in collaboration tools.

• Expertise in Customer Experience (CX).

• Knowledge of Customer Relationship Management (CRM) systems.

• Familiarity with data tools and data visualization techniques.

• Ability to generate insights.

• Understanding of marketing analytics and media research.

• Experience with Oracle Customer Experience (CX).

• Strong people leadership skills.

• Proficient in project management.

• Fluency in English and French (C2 level).

🏝️ Benefits

• Gain hands-on experience, mentorship, and access to world-class learning opportunities.

• Engage in AI-powered transformation and work focused on innovation.

• Be part of a values-driven culture rooted in integrity and inclusion.