Foundation is a digital content marketing agency with a focus on planning, creating, and distributing content for B2B brands. We work with software companies that are redefining business in their industry along with ambitious B2B brands growing faster than ever. Our team operates 100% remotely and we’re obsessed with growth.
We run a lean B2B content-driven machine. We own and manage multiple brands. We develop content that goes on to be seen by millions. We collaborate with some of the brightest in the industry. We have clients from around the world. And we’re just getting started.
Foundation Marketing Services Inc. is looking for a dynamic Quality & Customer Experience Manager to elevate the quality of our services and enhance customer satisfaction. This role is focused on driving continuous improvement in service delivery, content quality, and overall client experience.
What the successful candidate will be doing:
- Innovative Quality Improvement: Design and implement cutting-edge processes to ensure consistent, high-quality content and service delivery. Use AI tools, automation, and other digital solutions to enhance quality, efficiency, and impact.
- Customer Experience Strategy: Develop and execute creative strategies that transform client interactions into exceptional experiences, boosting retention, engagement, and overall satisfaction.
- Data-Driven Feedback Loops: Create advanced feedback mechanisms, using AI and analytics to gather insights from clients, identify opportunities for innovation, and inform strategic improvements.
- Performance Metrics & Analytics: Establish and monitor key performance indicators (KPIs) related to quality and customer satisfaction, using predictive analytics to anticipate client needs and refine services.
- Cross-Team Collaboration: Foster collaboration across teams to ensure alignment on quality standards, client expectations, and innovative solutions.
- Proactive Issue Resolution: Develop an innovative framework for identifying, analyzing, and resolving client issues promptly, enhancing the overall customer journey.
- Training & Development: Design and deliver training programs focused on innovative client service approaches, equipping team members with the skills needed to deliver outstanding results.
What skills and experience the successful candidate will need:
- Master’s degree in Business Administration (MBA), Marketing, or a related field.
- 5+ years of experience in quality management, customer service, or similar roles, with a strong focus on innovative solutions in marketing or digital media.
- Proven track record of implementing data-driven, innovative approaches that enhance service quality and customer satisfaction.
- Excellent analytical skills with the ability to use data to drive decision-making and improvements.
- Strong communication and interpersonal skills, with a creative approach to problem-solving and team collaboration.
- Experience with digital marketing tools, AI applications, and CRM systems.
- Familiarity with AI-driven content strategies and customer service automation.
What characteristics the successful candidate will need:
- Eager to learn with a growth mindset
- A willingness to innovate and adopt the latest technologies and processes
- Proactive problem-solving skills and a self-starter mentality
- Experience working under pressure and adapting to changing priorities
- Strong communication and persuading skills, as well as customer service-oriented
- High energy & curious by nature
- Effective analytical and problem-solving skills
- High attention to detail
- Strong interpersonal skills, with the ability to form productive working relationships
- We're a remote team, so it's important that you're well-organized and can manage your schedule.
Immediate benefits:
TECH BUDGET
We will give you a budget to buy the gadgets and tech you need to execute.
100% REMOTE
Flexible work environment—we expect you to work hard, but give you the freedom to do it in your preferred setting.
ALL NATIONAL HOLIDAYS
We offer time off for all National Holidays. Whether you’re living in Canada, the US, Australia or Japan — you’ll get those days off.
Benefits after three months:
PAID TIME OFF
Two weeks minimum paid vacation days.
WELLNESS & FITNESS COVERAGE
We cover all team members’ costs for gym or yoga memberships. You have to keep the mind right to keep the grind right.
EDUCATION REIMBURSEMENT
Learning is very important in our culture! We offer a monthly stipend to encourage you to buy books, listen to webinars, and purchase materials that will help you grow professionally and personally.
COMPETITIVE MEDICAL & DENTAL BENEFITS
We offer a competitive dental and healthcare benefits plan for colleagues and their families.
HOW TO APPLY:
Please complete this application to be considered for the role.