Customer Experience Manager

Full job description

About Sad Nuggie:

Sad Nuggie isn't just a brand—it’s an experience. We create comfort, community, and connection through our characters, merchandise, and storytelling. From our immersive adoption process to our deeply relatable social media presence, every customer interaction should feel like stepping into the world of Sad Nuggie.

About the Role:

We are looking for a Customer Experience Manager who is deeply invested in Sad Nuggie’s mission and excited to help bring the magic of Nuggie to life. You’ll be the direct connection between Sad Nuggie and our customers, ensuring every interaction—whether online or in-store—is meaningful, seamless, and memorable. You’ll oversee customer service, manage in-store experiences, and engage with our community in a way that reflects our values and vision.

This role is perfect for someone who isn’t just looking for a job, but a long-term career with a company they truly believe in. We need someone who understands Sad Nuggie, is passionate about what we do, and can bring the same energy and excitement to the customer experience that we do as founders.

Key Responsibilities:

Customer Engagement & Experience

• Engage with customers in-store, ensuring they have an exciting, welcoming, and memorable experience.
• Manage the in-store adoption process, making sure each customer enjoys the full magic of Sad Nuggie.
• Ensure that every visitor feels valued, heard, and part of the Sad Nuggie community.

Customer Service & Support

• Respond to customer inquiries via email, social media DMs, and in-store questions.
• Handle order issues, shipping problems, returns, and other concerns efficiently and with empathy.
• Reply to customer reviews (both positive and negative) in a professional and brand-aligned tone.

Retail Operations (Temporary Retail Manager Duties)

• Ensure the retail shop is welcoming, well-stocked, and visually appealing.
• Assist with shop organization and customer flow, making sure each guest has the best possible experience.
• Oversee in-store policies and procedures to maintain smooth operations.
• Work closely with the fulfillment team to ensure the in-store and online experiences are aligned.

Who We’re Looking For:

• A true Sad Nuggie fan who understands and loves what we do.
• Someone excited about growing with us—we want a team member who is as invested in Nuggie’s success as we are!
• A high-energy, people-first personality who can create an engaging, fun atmosphere for every customer.
• Strong communication skills (both written and verbal).
• Experience in customer service, retail management, or a related field is a huge plus.
• Detail-oriented and highly organized, able to juggle multiple customer interactions at once.
• Comfortable using email, social media, and retail systems to manage inquiries and store operations.
• Bachelor's degree preferred
• 2 years customer service preferred
• Ontario driver's license required

Why Join Us?

• Work in a fun, creative, and growing company that truly values its team.
• Be part of shaping the future of Sad Nuggie and creating magical experiences for customers.
• Opportunity for career growth and development as we expand.
• Competitive pay and a chance to be part of something bigger than just a job.

Benefits:

• Company events
• On-site parking
• Store discount