Customer Experience Manager, Deerfoot Meadows

Canadian Tire; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading Canadian retailer is seeking a Customer Experience Manager in Calgary to ensure exceptional customer experiences. You will lead the store team, implement customer feedback improvements, and foster a positive culture while driving operational efficiency. The ideal candidate has strong leadership and communication skills, with a customer-focused approach and a commitment to diversity and inclusion.

Qualifications

• Demonstrated leadership experience to guide and inspire teams.
• Proven communication skills to engage effectively with stakeholders.
• Strong analytical skills to implement effective customer experience strategies.

Responsibilities

• Lead and develop the store team to enhance customer experience.
• Analyze customer feedback and make improvements.
• Handle customer escalations and resolve issues effectively.

Skills

Strong leadership abilities

Excellent communication skills

Strong problem-solving ability

Strong interpersonal skills

Customer-centric mindset

Ability to develop and mentor team members

Results-oriented

Technical proficiency

Adaptability

Decision-making agility

Collaborative mindset

Future-focused

Job description

What you’ll do

The Customer Experience Manager is a member of the store leadership team and is responsible for ensuring exceptional customer experiences in our Mark’s Stores. They lead and develop a strong team, drive efficient operations, and analyze customer feedback to make improvements:

• Partner with Store Manager to hire and build a strong and diverse team
• Assist in scheduling and workload planning for efficient operations
• Take ownership of loyalty programs and coach and train team members on these programs
• Run the Manager on Duty program to enhance the customer experience on the sales floor
• Create a positive culture where associates are recognized for exceptional service
• Lead from the floor and actively build, manage, and develop team members.
• Ensure consistent delivery of outstanding customer experiences aligned with the company'smission and values
• Identify areas for improvement in customer experience and implement appropriate strategies
• Analyze customer feedback and implement improvements based on insights gathered
• Collaborate with other departments to ensure a seamless customer experience across alltouchpoints
• Handle customer escalations and resolve issues or complaints promptly and effectively
• Connect customers with products and services to meet their needs

What you bring

• Strong leadership abilities to guide and inspire team members
• Excellent communication skills to effectively communicate with team members, customers,and stakeholders
• Strong problem-solving ability to handle challenging situations
• Strong interpersonal skills to build positive relationships with team members and customers
• Customer-centric mindset with a deep understanding of customer needs and preferences
• Ability to develop and mentor team members to foster a high-performing and motivated team
• Results-oriented with a focus on achieving key metrics such as overall sales, trainingsaturation, inventory accuracy, staff turnover, and net promoter score.
• Technical proficiency to support teams and drive efficiency
• Adaptability to thrive in a fast-paced environment
• Decision-making agility to make effective decisions
• Collaborative mindset to work effectively with others
• Future-focused with a desire to continually develop and improve

About Us

At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and footwear. As one of Canada’s leading apparel retailers, and a valued part of the Canadian Tire family of companies, Mark’s stands out for its commitment to comfort, quality and style. Mark’s is a leader in product development, innovation and quality through its assortment of industrial apparel, footwear and accessories, with strong private and exclusive brands. Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.