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CLK 15R – Customer Experience Analyst, Cannabis Operations

BC Public Service Agency

This is a Full-time position in Etobicoke, ON posted May 6, 2021.

Customer Experience Analyst, Cannabis Operations Clerk R15 At the Liquor Distribution Branch (LDB) our vision of ‘Service.

Relationships.

Results.’ is all about providing a valued service, building strong relationships with our stakeholders, and achieving greater results for the province.

The LDB is one of two branches of government responsible for the cannabis and liquor industry of B.C.

We operate the wholesale distribution of non-medical cannabis and beverage alcohol within the province, as well as the household retail brands of BC Cannabis Stores and BC Liquor Stores.

We employ nearly 5,000 people in over 200 communities and have hundreds of career opportunities spanning our entire wholesale, retail and corporate operations
– from supply chain logistics, to high-tech solutions, and everything in between.

The LDB has been named one of BC’s Top Employers 12 times over for offering exceptional places to work, flexible work hours and earned days off, extended health and dental benefits, maternity and parental leave top-up payments, a pension program, in-house professional and leadership development, and subsidies for professional accreditation.

The LDB has been assigned to distribute, wholesale and sell non-medicinal cannabis inclusive of a government owned online channel with a mandate to support government’s key priorities of protecting children and youth, ensuring health and safety standards, and keeping the criminal element out of the supply chain.

Following legalization, the BCLDB began distribution and wholesale of cannabis, and operating BC Cannabis Stores in a growing number of locations across the province.

Since 2018 the BC Cannabis Stores chain has grown to 25 locations with more growth planned all across the province.

Cannabis operations within the BCLDB includes the Distribution, Merchandising, Retail Operations, Supply Chain, and Marketing departments.

The Customer Experience Analyst plays a key role in supporting the Customer Experience Manager in the development of wholesale processes and LDB business relationships with private cannabis retailers.

This individual will collaborate with retailers to collect feedback.

They will drive the analysis of customer feedback and processes to support process improvement initiatives that improve the B2B customer experience.

The Customer Experience Analyst will work closely with a variety of LDB teams including Customer Care, Distribution, Wholesale Supply Chain, Store Operations, and Merchandising to collect information and implement process improvement.

This role will also support the Customer Experience Manager with quality assurance and product recall processes to ensure a safe and secure supply for all LDB customers.

An enhanced security screening check is required.

For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.

An eligibility list for permanent or temporary future opportunities may be established.

Position Requirements: Education and Experience: Bachelor’s degree or diploma in business administration or a related field.

A minimum of 1 year of recent, related experience in customer service with external customers.

Recent, related work experience must include: Experience in creating and editing customer communications.

Preferred qualifications include: Experience conducting projects/initiatives to improve operational processes related to customer experience, including working closely with clients to identify operational requirements and developing documentation to guide the configuration and development of new business processes and/or technology solutions.

Experience with reporting tools (i.e., Cognos/Tableau).

Experience in the non-medical cannabis industry.

How to Apply & Application Requirements: In order to be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.

Applicants selected to move forward in the hiring process may be assessed on the knowledge, skills, abilities and competencies as outlined in the attached Job Description.

A cover letter is required as part of your application.

The content and/or format of your cover letter may be evaluated as part of the assessment process.

Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

For specific position-related enquiries, please contact Ray Sandhu, HR Advisor, Talent & Compensation at 604-252-8569.

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted.

For more information about how to create or update your profile, please refer to the attached Application Instructions or refer to the Job Application page on the MyHR website.

If you are experiencing technical difficulty applying for a competition, please send an e-mail to BCPSA.Hiring.Centregov.bc.ca before the stated closing time, and they will respond as soon as possible to assist you.

NOTE : Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.