Customer Experience and Innovation Manager

OSL Retail Services Inc; Mississauga; On-site; CAD 94,000 - 135,000; Full time

Benefits offered by this job

Time off

Benefits

Retirement plan

Tools & equipment

OSL Cares

Career growth

Discounts on electronics

Job summary

OSL Retail Services Inc. is seeking a Customer Experience and Innovation Manager to lead the Samsung Experience Stores across Canada.

This role will design, implement, and continuously improve world-class guest experiences, training programs, and engagement strategies to elevate the brand. You will oversee end-to-end customer journeys, manage budgets, develop curricula for store openings, and drive cross-functional collaboration to deliver measurable improvements in customer loyalty and store

Qualifications

• 10+ years in fast-paced retail, telecommunications, hospitality or learning environment.
• 5+ years at a senior management level.
• Strong leader and communicator with an unwavering devotion to create an outstanding customer experience.
• Proven business acumen, team building, and project management skills.

Responsibilities

• Develop, establish and champion an innovative culture across the organization.
• Develop vision, strategy, ecosystem road map and goals for guest service experience and training platform for associates.
• Oversee all areas of the retail store’s customer experience journey with 1:1 engagement to build brand loyalty.
• Build comprehensive solutions to maximize customer value through proactive interaction across the customer journey.
• Drive improvements through cross-functional collaboration and budgeting for training programs.
• Formulate curricula and facilitate training in new store locations and product launches.
• Identify self-service, automation, and product knowledge improvements.
• Analyze results to track training performance and identify opportunities for improvement.

Skills

Leadership

Customer Experience

Strategic Planning

Communication

Training & Development

Budget Management

Cross-functional Collaboration

Job description

Overview

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

About the role:

We’re looking for a Customer Experience and Innovation Manager for the Samsung Experience Stores across Canada to join our team in support of our vision to take this high-touch and experiential retail channel to the next level. The candidate we’re looking for must not only be passionate about creating world class customer experience, but we’re looking for someone for whom it is part of their DNA. The Samsung in-store experience team is the living, breathing face of our brand and you will be the one to design, innovate, and implement strategies and tactics to drive the overall customer experience. This team is engaged, energetic, fun, and committed to delivering exceptional experiences with every interaction they have with customers. Your role will be to ensure this not only continues, but you will constantly reimagine and revolutionize our customer experience to ensure we are on the cutting edge and are unrivaled by none.

Location: Mississauga 5 days a week

National Travel: 30%

What you’re responsible for:

• Develop, establish and be the champion of an innovative culture across the organization
• Developing the vision, strategy, ecosystem road map and goals for success for a best-in-class guest service experience and training and development platform for associates
• Overseeing all areas of the retail store’s customer experience journey, ensuring that all touchpoints and post sales have a 1:1 engagement that furthers our brand loyalty through best-in-class training, coaching and communication
• Build comprehensive solutions to maximize customer value through creative and proactive approaches to improve the interaction and engagement between the customer and the brand at various connection points throughout their journey
• Drive improvements through coordinated inter-departmental planning and cross-functional collaboration
• Driving our training ecosystem roadmap by identifying areas for self-service, automation, and product knowledge delivery improvements both sales and service focus associates
• Formulate the curriculum and facilitate training in our new store locations, new associate onboarding, new operating procedures, and new product launches
• Identify areas for self-service, automation, and product improvements
• Analyze results to track training performance, identify issues, trends and opportunities and continuously improve training programs
• Developing and managing budgets in line with departmental and business objectives, including proactively planning training sessions for our greater team
• Analyze market opportunities and competitive positioning to ensure we are the market leader

Job Requirements:

• 10+ years in fast-paced retail, telecommunications, hospitality or learning environment
• 5+ years at a senior management level
• Strong leader and communicator with an unwavering devotion to create an outstanding customer experience
• Proven business acumen, team building, and project management skills
• Inspire breakthrough thinking and continuous improvement
• Ability to present in front of large groups in both seminar style sessions and hands-on training
• Quickly develop and foster trusting, healthy relationships with partners and team members

Let's Talk Perks:

While the starting salary for this role typically begins at $94k - $135k, your final offer will reflect your relevant skills, individual strengths and experience. Beyond the numbers, we’re proud to offer a holistic package that includes bonus opportunities, room to grow, chances to be recognized, top-tier benefits, and perks that make coming to work something you can look forward to. We’re committed to supporting your success every step of the way.

• Generous time off: Start with 3 weeks of vacation, plus extra flex days to recharge
• Comprehensive benefits package: Includes medical, dental, vision, health spending account, and Teladoc virtual care
• Retirement support: Company-sponsored savings plan to help build your financial future
• Top-tier tools: Best-in-class systems and equipment so you can do your best work
• OSL Cares: Opportunities to give back through community and charity initiatives
• Career growth: Ongoing training, development, and programs to help you advance
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running — now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.
• Perks & Discounts: Enjoy savings on electronics, fitness memberships, and more through exclusive employee programs.

The Interview Process:

• Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Step 2: The next step is an in-person interview with the hiring Manager.
• Step 3: The next step is an in-person interview with the hiring Manager and Director.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.