Marketing Team Leader

Irving Oil; Concord (NH); On-site; USD 64,000 - 95,000; Full time

Benefits offered by this job

Collaborative work environment

Annual bonus plan

401k company match up to 4%

Flexible benefits plan

Paid vacation

Wellness support

Volunteer day and donation matching

Job summary

Irving Oil is seeking a Marketing Team Leader to grow the customer experience and lead our Customer Service Representatives. You will mentor teams, collaborate with leaders, and drive initiatives to improve service delivery and customer satisfaction.

The role requires strong leadership, communication, and analytical skills. Competitive compensation, bonus plan, 401k matching, and comprehensive benefits are provided.

Qualifications

• Experience leading customer service teams.
• Strong communication and empathy.
• Experience in high-volume contact centers is a plus.

Responsibilities

• Provide leadership and mentorship to Customer Service Representatives to ensure quality service.
• Maintain a positive, empathetic, and professional attitude toward employees and customers.
• Convey urgency and drive issues to closure through planning and prioritization.

Skills

Customer service

Microsoft Excel

Communication

Leadership

Analytical thinking

Education

High school diploma or equivalent

Post-secondary education preferred

Tools

Microsoft Excel

Job description

As a Marketing Team Leader for our Irving Energy business, you will be responsible to help us continue to grow and own the customer experience. Your goal will be to provide leadership, develop and mentor our Customer Service Representatives to ensure we provide the quality service our customers have come to expect from Irving Oil. Your success will depend on your ability to enhance our customer experience and collaborate with various teams, leaders, managers and departments to ensure customer inquiries have been completed.

What We Offer:

• Work Environment - Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation - Including an annual bonus plan, and 401k company matched up to 4%
• Flexible Benefits Plan- In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days, and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - You chose when and where to make an impact through an annual paid volunteer day, company volunteer opportunities, and an annual donation matching program

Your Responsibilities:

• Flexible approach in dealing with various audience from front line employees to senior leadership and a focused approach in leading our annual people development processes
• Maintain a positive, empathetic, and professional attitude towards employees and customers always
• Convey a sense of urgency and move issues to closure through effective planning and prioritizing of activities
• A focus on productivity, employee satisfaction, change and continuous improvement initiatives to achieve business priorities
• Ability to hold effective meetings and deliver strategic objectives
• Communicate issues and resolutions to appropriate stakeholders
• Take ownership for the customer experience while maintaining professionalism always
• Ability to understand data by way of metrics and support low level analytics as needed
• Support recruiting and onboarding, including training of new Customer Service Representatives as required

Your Skills

• Excellent customer service skills
• Proven ability in Microsoft applications including, Excel, PowerPoint, Word, Outlook, Teams
• Proven ability to multi-task
• Must possess effective communication skills with ability to quickly build rapport and maintain relationships
• Able to make decisions and support team members

Your Experience:

• High school or equivalent education required; post-secondary education preferred
• Previous people leadership experience required
• 3-5 years contact center experience is an asset

The expected salary range for this position is $63,900 - $94,620. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that'screated when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.Diversity is key to our success and inclusion is everyone's responsibility.