About the role
Love your job!
Are you looking for an exciting new opportunity?
DAVIDsTEA is a leading branded retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 20 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We’re making tea fashionable and fun, and we pride ourselves on offering both the best possible service to our customers and a positive work environment for our employees!
About the role
We’re looking for an expert communicator, proactive problem-solver, and self-starter to join us as the Customer Experience Manager. This is a high-impact, strategic, onsite and hands-on role for someone who is not just passionate about customers — but driven to lead change, challenge the status quo, and deliver meaningful improvements across the organization.
As the direct link between our customers and the business, you will be the change agent who thrives on making things better, faster, and smarter — collaborating across teams, leveraging technology and automation, and help shape the future of how we serve and engage our customers.
If you’re energized by continuous improvement, technology-driven solutions, and creating measurable impact, this is the role for you
Key Responsibilities:
- Be the spokesperson for the customer — collect, analyze, and distill feedback and complaints across all digital and retail channels, identifying recurring themes and systemic issues.
- Own the customer feedback loop, represent the customer internally, drive continuous improvement, and collaborate across departments to fix root causes.
- Constantly moving forward, bringing people along to create customer-first solutions.
- Responsible for gathering insights, identifying systemic issues, and ensuring the customer’s voice drives decisions at every level.
- Apply continuous improvement methodologies and critical thinking to diagnose customer issues and recommend process improvements. Relentlessly pursue solutions — if one isn’t presented, you’ll recommend alternatives until it’s resolved.
- Lead the collaboration with IT and digital teams to, enhancing tools like chatbots, AI-driven communication, CRMs, and self-service platforms. Help train AI/chat systems to better serve customers and provide proactive, automated communication where possible.
- Deliver transparent, actionable reporting on customer complaints, inquiries, and opportunities. Provide visibility to leadership on trends, root causes, and suggested solutions, pushing internal teams to take action
- Work closely with ecommerce, operations, logistics, product, and marketing teams to ensure that the customer perspective is embedded in all key decisions.
- Customer-First Mindset: Keeping a solutions-oriented and future-focused customer first mindset. Envision & create a seamless experience for the customer.
- Design service experiences that don’t just solve problems but create opportunities to engage and re-create the in-store service experience online.
- Be a role model for sales, customer service, professionalism and teamwork; ensure the work environment is fun and fulfilling and fosters a positive attitude with all team members.
Qualifications
- 5+ years in customer service, customer experience, or process improvement roles within ecommerce or retail.
- Strong analytical and critical thinking skills — can assess data, diagnose root causes, and propose practical solutions.
- Experience collaborating with IT or technical teams; comfortable engaging with digital tools and platforms (CRM, chatbot/AI systems, analytics dashboards).
- Process-oriented with a track record of driving continuous improvement.
- Excellent communicator and collaborator — able to translate customer needs into internal actions and influence across levels.
- Emotionally resilient with fortitude and positivity.
- Proven ability to lead change and inspire cross-functional teams to take ownership of customer challenges
- French/English an asset
- LEAN Six Sigma training an asset
- Able to work onsite at our Montreal office
Sound good? Then join us in our mission of making the world smile— one cup at a time.
DAVIDsTEA is passionate about Diversity and Inclusion and committed to building an inclusive positive work culture that fosters diversity, inclusion, and accessibility.
Please let us know if you require accommodation during the recruitment process.
About DAVIDsTEA
Great tea, friendly stores and above-and-beyond customer service. It seemed like a simple idea, but we couldn’t find anyone else that was doing it. So in 2008, we decided to take matters into our own hands. You can choose from over 100 types of tea, including exclusive blends, limited edition seasonal collections, traditional straight teas and exotic infusions from around the world. With colourful, modern packaging, sleek in-house designed tea accessories and a friendly, welcoming attitude, DAVIDsTEA offers a tea experience that is fun, fresh and unintimidating.
DAVIDsTEA is a non-Indigenous brand and company. We acknowledge that we are operating and living on largely unceded Indigenous lands that have been inhabited by many Nations for thousands of years. Tiohtià:ke (Montréal) is the home of our organization and we recognize the Kanien’kehá:ka Nation as the custodians of the land. We also recognize that this area upon which we meet daily to conduct our operations is historically known as a gathering place for many other Indigenous Peoples.
We’re a proudly certified Great Place to Work®, named one of 2021’s Best Workplaces Managed by Women and one of 2022’s Best Workplaces in Retail & Hospitality!
About the role
Love your job!
Are you looking for an exciting new opportunity?
DAVIDsTEA is a leading branded retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 20 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We’re making tea fashionable and fun, and we pride ourselves on offering both the best possible service to our customers and a positive work environment for our employees!
About the role
We’re looking for an expert communicator, proactive problem-solver, and self-starter to join us as the Customer Experience Manager. This is a high-impact, strategic, onsite and hands-on role for someone who is not just passionate about customers — but driven to lead change, challenge the status quo, and deliver meaningful improvements across the organization.
As the direct link between our customers and the business, you will be the change agent who thrives on making things better, faster, and smarter — collaborating across teams, leveraging technology and automation, and help shape the future of how we serve and engage our customers.
If you’re energized by continuous improvement, technology-driven solutions, and creating measurable impact, this is the role for you
Key Responsibilities:
- Be the spokesperson for the customer — collect, analyze, and distill feedback and complaints across all digital and retail channels, identifying recurring themes and systemic issues.
- Own the customer feedback loop, represent the customer internally, drive continuous improvement, and collaborate across departments to fix root causes.
- Constantly moving forward, bringing people along to create customer-first solutions.
- Responsible for gathering insights, identifying systemic issues, and ensuring the customer’s voice drives decisions at every level.
- Apply continuous improvement methodologies and critical thinking to diagnose customer issues and recommend process improvements. Relentlessly pursue solutions — if one isn’t presented, you’ll recommend alternatives until it’s resolved.
- Lead the collaboration with IT and digital teams to, enhancing tools like chatbots, AI-driven communication, CRMs, and self-service platforms. Help train AI/chat systems to better serve customers and provide proactive, automated communication where possible.
- Deliver transparent, actionable reporting on customer complaints, inquiries, and opportunities. Provide visibility to leadership on trends, root causes, and suggested solutions, pushing internal teams to take action
- Work closely with ecommerce, operations, logistics, product, and marketing teams to ensure that the customer perspective is embedded in all key decisions.
- Customer-First Mindset: Keeping a solutions-oriented and future-focused customer first mindset. Envision & create a seamless experience for the customer.
- Design service experiences that don’t just solve problems but create opportunities to engage and re-create the in-store service experience online.
- Be a role model for sales, customer service, professionalism and teamwork; ensure the work environment is fun and fulfilling and fosters a positive attitude with all team members.
Qualifications
- 5+ years in customer service, customer experience, or process improvement roles within ecommerce or retail.
- Strong analytical and critical thinking skills — can assess data, diagnose root causes, and propose practical solutions.
- Experience collaborating with IT or technical teams; comfortable engaging with digital tools and platforms (CRM, chatbot/AI systems, analytics dashboards).
- Process-oriented with a track record of driving continuous improvement.
- Excellent communicator and collaborator — able to translate customer needs into internal actions and influence across levels.
- Emotionally resilient with fortitude and positivity.
- Proven ability to lead change and inspire cross-functional teams to take ownership of customer challenges
- French/English an asset
- LEAN Six Sigma training an asset
- Able to work onsite at our Montreal office
Sound good? Then join us in our mission of making the world smile— one cup at a time.
DAVIDsTEA is passionate about Diversity and Inclusion and committed to building an inclusive positive work culture that fosters diversity, inclusion, and accessibility.
Please let us know if you require accommodation during the recruitment process.
About DAVIDsTEA
Great tea, friendly stores and above-and-beyond customer service. It seemed like a simple idea, but we couldn’t find anyone else that was doing it. So in 2008, we decided to take matters into our own hands. You can choose from over 100 types of tea, including exclusive blends, limited edition seasonal collections, traditional straight teas and exotic infusions from around the world. With colourful, modern packaging, sleek in-house designed tea accessories and a friendly, welcoming attitude, DAVIDsTEA offers a tea experience that is fun, fresh and unintimidating.
DAVIDsTEA is a non-Indigenous brand and company. We acknowledge that we are operating and living on largely unceded Indigenous lands that have been inhabited by many Nations for thousands of years. Tiohtià:ke (Montréal) is the home of our organization and we recognize the Kanien’kehá:ka Nation as the custodians of the land. We also recognize that this area upon which we meet daily to conduct our operations is historically known as a gathering place for many other Indigenous Peoples.
We’re a proudly certified Great Place to Work®, named one of 2021’s Best Workplaces Managed by Women and one of 2022’s Best Workplaces in Retail & Hospitality!