Customer Experience Manager

University of Toronto Press; Toronto; On-site; CAD 48,000 - 52,000; Full time

Job summary

The University of Toronto Press Scarborough Campus bookstore is seeking a Floor Manager to support store operations and lead the customer service floor teams. You will help maintain an inviting, well merchandised selling floor with accurate inventory levels and focus on peak-time efficiency.

You will also hire, onboard, train, schedule and discipline part-time staff, while strengthening relations with campus faculty, staff and students. Weekend shifts and physical work are required.

Qualifications

• Requires university/college degree or equivalent education/experience.
• Retail leadership and management experience essential.
• Strong customer service emphasis and sales capability.

Responsibilities

• Support Scarborough Store Manager in executing store operations.
• Guide and motivate floor staff and leads; focus on productivity and service.
• Maintain well-merchandised store with accurate inventory levels.
• Plan peak-time operations with strong customer satisfaction.
• Hire, onboard, train, schedule and discipline PT staff per policies.
• Lead customer service teams to deliver first-class service and manage policies.
• Engage with campus community; attend events on behalf of the store.
• Oversee ecommerce customer service during peak times.
• Uphold health and safety standards; monitor locations for improvements.

Skills

Store management

Retail trends knowledge

Team leadership

Numerical analysis

Hands-on approach

Customer service

Core values alignment

Education

University/College degree

Job description

Location: U of T Bookstore, Scarborough Campus

Salary Range $48,000 - $52,000

This is a current vacancy within our organization

What You’ll Be Doing:

Key Responsibilities:

Floor Managing / Store Operations

• Core responsibilities involve supporting the Scarborough Store Manager in execution of store operations, including the following:
• Support the Floor staff and Floor leads with guidance and direction
• Excel in retail operations with a focus on productivity and customer service
• Maintain a well merchandised and visually appealing store with correct inventory levels
• Plan and execute peak time store operations with high customer satisfaction
• Acquire, onboard, train, schedule and discipline PT staff in accordance with the policies of the University of Toronto Press.

Customer Service

• Lead the customer service floor teams to deliver first class customer service. The assistant manager must support execution and training of customer service policies and procedures.
• The Customer Experience Manager will be driving the execution, implementation and ongoing management of displays, visual merchandising, customer service/selling, and replenishment of the stock on the sales floor. Part of the role is to develop good relations between the Bookstore and UofT campus faculty, staff, students and administration, which will involve attending events on behalf of the store.
• The Customer Experience Manager will lead customer communication regarding customer enquires including textbook buybacks
• The Customer Experience Manager will assist and oversee e-commerce customer service during peak times.

Additional Responsibilities:

• Ensures that the team maintains high standards of Health and Safety
• Monitors all retail locations and proactively requests improvements to ensure the safety of all retail team members and customers & participates as a Management Rep on the JHSC
• Other duties as assigned

Education, Qualifications and Experience:

• University/College degree, or an equivalent education and work experience
• At least 5 years of retail experience, which includes three years of management experience
• Sales & Marketing experience is considered an asset

Knowledge, Skills and Attributes:

• Results orientated leader with aptitude for change.
• Must have current knowledge and experience of store management and trends within retail business.
• Experience in leading multifunctional store team.
• Ability to analyze numbers and create and implement action plans based on analysis.
• Comfortable working in a hands-on, physically demanding environment.
• Energetic with a positive attitude and outstanding customer service skills.
• A good fit with our core values of respect, innovation, and accountability.

Working Hours:

Normal business hours are 7¼ hours per day, 36¼ hours per week. A certain amount of overtime will be required from time to time, especially during peak periods. The working hours are based 7 day retail operations hours and therefore weekend and evening work is required.

About University of Toronto Press

The University of Toronto Press (UTP) is one of the largest university presses in North America, publishing landmark scholarship since 1901. Each year UTP releases over 250 new scholarly, course, and general interest books in print, audio and ebook formats, and over 80 journals. In addition, UTP manages the distribution for over 250 publishers and imprints in Canada, the US, and around the world, with warehouses in Toronto, Ontario and Buffalo, New York. UTP also runs the University of Toronto Bookstores across the three main campuses, serving over 100,000 students and 16,500 faculty.

As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change. With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization. With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours. UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.

The University of Toronto Press encourages applications from all qualified candidates.