Customer Engagement Manager

Chicago, Illinois | Full-Time

Job viewed55,413times



Company OverviewRecently named one of Entrepreneur magazine's Top 100 Cannabis Leaders, Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Cresco is built to become the most important company in the cannabis industry by combining the most strategic geographic footprint with one of the leading distribution platforms in North America. Employing a consumer-packaged goods ("CPG") approach to cannabis, Cresco's house of brands is designed to meet the needs of all consumer segments and includes some of the most recognized and trusted national brands including Cresco, Remedi and Mindy's, a line of edibles created by James Beard Award-winning chef Mindy Segal. Sunnyside*, Cresco's national dispensary brand is a wellness-focused retailer designed to build trust, education and convenience for both existing and new cannabis consumers. Recognizing that the cannabis industry is poised to become one of the leading job creators in the country, Cresco has launched the industry's first national comprehensive Social Equity and Educational Development (SEED) initiative designed to ensure that all members of society have the skills, knowledge and opportunity to work in and own businesses in the cannabis industry.
At Cresco, we aim to lead the nation's cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.

Job Summary

The Cresco Customer Engagement team is seeking an experienced professional to lead a growing team of talented Customer Engagement Advisors. You will lead in a dynamic environment where composure, customer focus, product knowledge, action orientation and timely decision-making are critical attributes. You will be responsible for leading a team that provides direct support, response and information to customers across Cresco's products, brands and business lines. As Customer Engagement Manager, you will have experience leading and developing a team and managing resources, tasks and projects related to the successful delivery of objective and key results and continuous improvements. You will be successful working independently while supporting and developing the team in the goal of increasing customer loyalty and satisfaction. You must be a leader that "walks the talk." You must have a flexible schedule and be willing to work varied hours and days including evenings and weekends.

Core Job Duties




  • Hire, onboard, train and develop a highly skilled team of Customer Engagement Advisors
  • Coach, motivate and support a Customer Engagement Team in the performance of daily duties
  • Support and communicate company culture and values
  • Deliver regular periodic reporting to leadership on Key Performance Indicators and Objects and Key Results
  • Support positive resolutions to customer questions, concerns and complaints
  • Manage resources and deliver scheduling and staffing plans that meet the needs of the business
  • Implement corrective measurements as needed
  • Develop action plans and campaigns to support business changes and customer needs
  • Support the development and improvement of workflows
  • Ensure timely response times and follow-up that effectively close the loop for customers, business partners and advisors

Required Experience, Education And Skills



  • 2+ years of leading customer-facing teams in a customer service environment
  • Proven track record of developing direct reports
  • Good knowledge and handling of customer service management methodology and techniques
  • The ability to find innovative ways to respond to customer needs and resolve problems
  • Experience with CRM systems and workflows (ZenDesk highly preferred)
  • Outstanding communication and presentation skills
  • Excellent cross-functional partnership skills and ability to work positively with business partners
  • Excellent resource (people, time, tasks) management skills
  • Ability to successfully apply previous career experiences in a new environment with the ability to demonstrate learning agility, critical thinking and professional initiative
  • Strong leadership and management competencies
  • Bachelor's degree preferred
  • Experience in Delighted or another customer experience platform preferred
  • Must be 21 years of age or older to apply
  • Must comply with all legal or company regulations for working in the industry

Additional Requirements



  • Must be 21 years of age or older to apply
  • Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.


Cresco Labs, Inc.
Cresco Labs, Inc.
HQ: Chicago, Illinois

Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Together with its subsidiaries, Cresco cultivates, manufactures, and sells medical cannabis & products, and launched the industry’s first national comprehensive Social Equity and Educational Development (SEED) initiative.

Company size: 800

  • Salary
  • Career Level
  • Degree
  • Experience
  • Job Type
  • Attractive
  • Full-Time
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