Job Description

Who we are

Join Scene+ and be part of Canada\'s most robust lifestyle loyalty program with over 13 million members and growing! We are a trusted brand, driven by the belief that there\'s always something to look forward to with rewards for every kind of life. Our goal is to become Canada\xe2\x80\x99s favourite loyalty program by nurturing our Members with rewards their way.

We\'re the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the funding of three major players. With over 60 team members and plans to grow more, we\'re an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.

Our motto is "Love what\'s next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.

Who we need:

Reporting to the Senior Manager, Member Services, and working in close partnership with our vendor and internal teams, we are looking for a Manager, Member Services. Your focus will be to optimize the member experience, increase efficiency, and reduce the number of calls to our contact centre. You will analyze data, identify trends, make recommendations, and collaborate cross-functionally. In addition, you will act as an escalation point for complex member problems coming into the contact centre operations. and a source of knowledge sharing between teams.

What\'s in it for you:

Ownership. We are a data science driven company, and our membership is growing exponentially. We are adaptable, collaborative, and fast-paced. You will have access to member data from which to draw conclusions, recommend solutions, and introduce best practices and make a measurable impact on our contact centre\xe2\x80\x99s efficiency and member satisfaction.

Impactful simplicity. You\'ll be part of a future-forward team that values authenticity and invites fresh perspectives. You will have the chance to work on projects involving our partners, with the end goal of delighting our shared customers. Your work will be experienced by millions of Canadians.

Anticipation. With over 30% of our team promoted within the last year, we have a proven history of supporting the growth of our people. You will work with a manager whose focus is to remove barriers and empower his team to collaborate seamlessly and accomplish great things. Whether you want to move into data modelling or explore another area of our business or one of our parent companies, there is always something to look forward to.

As our new Manager, Member Services, you will:

• Be the connection point. You will be the primary point of contact for our contact centre vendor, leadership and teams, owners and partners. You will work with the Customer Experience team to ensure alignment between communication channels and the contact centre, creating and sharing knowledge documentation. You will work with the Marketing and Partnership teams on campaigns and represent the call centre to ensure alignment and awareness.
• Analyze and direct. You will leverage member, ticket and telephony data to drive insights for improvements to KPIs and self-serve capabilities to lower costs. You will manage, monitor, and track program SLAs, spot trends, and forecast volume for future promotions and changes.
• Support member escalations. You will conduct investigations, including redemptions, missing points, technology support and fraudulent activity alerts. You will drive efficiency in the call resolution, and membership experience, providing responsive fixes and proactive solutions.

You bring:

• The experience. You have progressive experience in client or customer service, moving into a leader or supervisor position as part of a technical support/contact centre team. Ideally, you have worked on customer loyalty programs, and can draft and manage contact volume forecasts.
• The analytics. You have advanced Excel skills and can take raw call or member data to create pivot tables and find trends illustrating why people are calling, why the volume of calls is going up or down, etc.
• The project support. You have experience working on multiple simultaneous projects of moderate to high complexity. You have excellent organizational skills in a demanding, multi-system environment.
• The interpersonal skills. You can build and nurture internal and external relationships across any level of an organization. You can gain trust and influence decisions. You have professional verbal, written, and presentation skills and can create visual and written aides and guidelines for support analysts. You can confidently translate complex analytics for a non-technical audience, demonstrating business value and impact.

Why work for Scene+? The best of all worlds. We offer:

• Perks. Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and groceries.
• Transparency. Our strategic focus comes from our owners, along with funding and infrastructure support. The creative approach and direction is Scene\xe2\x80\x99s to run with.
• Warmth. We\xe2\x80\x99re nurturing an authentic culture of relationship building, knowledge sharing, and creativity. As we continue to grow and work together, everyone is invited to share ideas for fun with the team.
• The future. We are all about living in the moment while looking towards the future. Because to us, the only thing more exciting than today is tomorrow.

Apply now.

If you have 70% of what we\'re looking for and 100% authenticity and passion, express your interest here. Please contact us by and let us know what accommodations or assistance we can provide you during the application process.

At Scene+, we\'re committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.

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