Operations & Customer Experience Manager

Where passion meets premium – join our team!

Location: MONTREAL, CANADA

Employment Type: FULL TIME, HYBRID

About Le Creuset

At Le Creuset, every dish begins with a story - and every story begins with people. Since 1925, we’ve brought generations together around the table, transforming everyday meals into cherished memories. Our legacy is built on colour, craft, and a deep passion for innovation - shaped as much by our iconic products as by the people who bring them to life. We’re not just creating cookware; we’re creating moments that last a lifetime. If you’re inspired by heritage, driven by creativity, and ready to shape the future of the kitchen, we’d love to welcome you into our story.

The Recipe for Success: Role Summary

We’re looking for an Operations & Customer Experience Manager to manage end-to-end operations across Retail, e-Commerce, Wholesale, and Customer Service channels, including order fulfillment, inventory planning, forecasting, promotions, and systems execution.

The position ensures operational excellence, customer satisfaction, and cross-functional alignment while driving continuous improvement and scalability.

Why Join Our Table?

At Le Creuset, you will find your seat at our table, which is as colourful as our cookware and rich in history. Our table is grounded in our values: Passion, Integrity, Excellence, Innovation and Teamwork.

Every talent will add flavor. Every idea brings colour. And every day is a chance to create something that lasts. With the passion you bring, you become part of a timeless legacy, one that brings people together around food, stories, and meaningful shared moments.

Our Ingredients

• Health insurance.
• Paid sick and personal days.
• Contribution to your VRSP.
• Generous employee discount: How much space do you have in your kitchen? Seriously.
• Computer equipment provided to be as comfortable at home as in the office.
• Monthly birthdays and milestones celebrations.
• End of year celebration dinner.

Ingredients: What's on your daily menu

• Oversee daily order flow across Retail, e-Commerce and Wholesale.
• Ensure Service Level Agreement adherence (SLA), order accuracy, and on-time fulfillment.
• Lead omnichannel customer service (email, chat, warranties, general inquiries).
• Coordinate issue resolution across Warehouse, IT, Finance, Sales, and CX.
• Drive improvements in response time, resolution quality, and customer satisfaction.
• Own customer service KPIs and reporting.
• Ensure operational integrity across systems including D365 Finance & Operations, Zendesk, and EDI.
• Identify and implement process improvements and automation opportunities.
• Act as the operational bridge between Sales, Marketing, Finance, IT, and Logistics.
• Lead operational alignment meetings and drive decision-making.
• Ensure business continuity during peak periods and system changes.
• Manage a team of 3 Customer Experience Specialists and 2 Operations Specialists.

The Perfect Blend

Your ingredients for success

• 5 + years in Operations, eCommerce or Customer Experience, or related field.
• 2 + years in a team management role.
• Bilingual (fluent in both English and French is mandatory) - the candidate will have to communicate in English with our clients and English-speaking employees in Canada and abroad, including in the US.
• Experience in omnichannel environments (Retail, Ecommerce, Wholesale).
• Strong Excel skills (intermediate to advanced).
• Experience with order management and fulfillment workflows.
• Experience with ERP systems (D365 Finance & Operations, an asset).
• Experience with customer service platforms (Zendesk, an asset).
• EDI knowledge (orders, ASN, invoicing flows).
• Collaborative and cross-functional mindset.
• Structured and highly organized with a strong problem-solving mindset.

Ready To Stir Things Up?

Apply now and help us create exceptional experiences, one customer at a time.

#LCRT3

Diversity and Inclusion Statement

We welcome applications from all qualified candidates, regardless of gender, age, disability, sexual orientation, religion or belief, marital or civil partnership status, race, ethnic or national origin. We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to reach their full potential.